Role: SAP CRM Functional Consultant(23662-1)
Duration: 6-12+ Months Contract
Location: Santa Clara, CA (5D Onsite)
Note: Prefer candidates within California.
Must Have Skills
Skill 1 Configure SAP CRM to support business processes and organizational objectives
Skill 2 Support CRM Interaction Center functionality
Skill 3 Prepare functional design documents, test scripts, training materials, and deployment plans.
Good To have Skills
Skill 1 12+ years of SAP CRM functional consulting experience
We are seeking an experienced SAP CRM Functional Consultant to support and enhance global SAP CRM and customer service ecosystem. The consultant will work closely with business stakeholders of our client across Customer Support, Field Service, Spare Parts, Sales Operations, Finance, and IT to deliver scalable CRM solutions supporting service lifecycle management.
The ideal candidate will possess deep expertise in SAP CRM Service, Customer Interaction Center (CIC), Service Contracts, Installed Base Management, and SAP integration with ECC/S4HANA environments.
Key Responsibilities
SAP CRM Functional Leadership
Gather and analyze business requirements from Service, Sales, Support, and Operations teams.
Translate business requirements into functional specifications and solution designs.
Lead workshops, fit-gap analysis, design sessions, and solution reviews.
Configure SAP CRM to support business processes and organizational objectives.
Service Management
Configure and support:
o Service Requests
o Service Orders
o Service Confirmations
o Service Contracts
o Warranty Management
o Installed Base Management
o Complaints and Returns
Optimize service processes supporting global customer operations.
Customer Interaction Center (CIC)
Support CRM Interaction Center functionality.
Design and improve case management and customer support workflows.
Enhance customer experience through efficient ticketing and issue resolution processes.
Field Service & Dispatch
Support field service operations and customer engineer dispatch processes.
Collaborate with service organizations to improve work order execution.
Integrate CRM with mobile and field service applications where required.
Applied Materials has publicly discussed SAP CRM solutions supporting customer engineer dispatch, service requests, contract management, and global contact center operations. [sapinsider.org], [sapinsider.org]
CRM Integration
Work closely with SAP ECC/S4 teams on:
o SD Integration
o MM Integration
o FI/CO Integration
o Service Billing
o Pricing
o Order Management
Support end-to-end Quote-to-Cash and Service-to-Cash processes.
Project Delivery
Lead enhancements, rollouts, upgrades, and transformation initiatives.
Prepare functional design documents, test scripts, training materials, and deployment plans.
Support SIT, UAT, cutover activities, hypercare, and production support.
Required Qualifications
Experience
15+ years of SAP experience.
12+ years of SAP CRM functional consulting experience.
Multiple full lifecycle SAP CRM implementations.
Experience supporting global enterprise environments.
Functional Expertise
Strong hands-on experience in:
SAP CRM Service
SAP CRM Web UI
Customer Interaction Center (CIC)
Service Contracts
Warranty Management
Installed Base Management
Lead and Opportunity Management
Complaints & Returns
Sales Order Management
Integration Experience
SAP CRM SAP ECC
SAP CRM SAP S/4HANA
CRM-SD Integration
CRM-MM Integration
CRM-FI/CO Integration
Middleware/CPI integrations
SAP Cloud Integration experience preferred
Preferred Qualifications
SAP S/4HANA Customer Management experience.
SAP Service Cloud / C4C experience.
SAP CPQ integration experience.
Field Service Management (FSM) exposure.
Semiconductor or high-tech manufacturing industry experience.
Agile delivery experience.
Preferred Industry Experience
Candidates with experience in:
Semiconductor Manufacturing
High-Tech Equipment Manufacturing
Spare Parts and Logistics Operations
Key Skills
SAP CRM Service
SAP CRM Web UI
CIC
Installed Base
Service Contracts
Quotation Management
Field Service
CRM Middleware
ECC Integration
S/4HANA
SAP SD
SAP CPQ
SAP C4C / Service Cloud
Business Process Analysis
Stakeholder Management
