SAP Customer Relationship Management(CRM)

Role & responsibilities:

1. Implementation & Configuration

• Lead and support SAP CS and CRM implementations (End-to-End

lifecycle).

• Configure:
• Service orders, service contracts, and notifications
• Warranty management
• Installed base management
• Service pricing and billing
• Work on Fiori applications for service management in S/4HANA.

2. Business Process Design

• Gather and analyze business requirements.
• Map business processes to SAP solutions.
• Recommend best practices for:
• After-sales service
• Customer complaint handling
• Field service management

3. Integration

• Ensure integration with:
• SD (Sales & Distribution)
• MM (Materials Management)
• PM (Plant Maintenance) / EAM
• FI/CO (Finance & Controlling)
• Experience in CRMECC/S4 integration or transition from CRM to S/4

Service.

4. Support & Optimization

• Provide L2/L3 support for SAP CS/CRM issues.
• Troubleshoot functional problems and coordinate with technical teams.
• Optimize existing processes and configurations.

5. Documentation & Training

• Prepare functional specifications (FS)
• Create user manuals and training materials
• Conduct end-user training sessions