SAP CRM Functional Analyst - Services

We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
Major Responsibilities
Configure and support Service Notifications, Service Orders, and Case Management in SAP CRM
Configure and support Field Service processes, including Multi‑Resource Scheduling (MRS)
Configure Service Confirmation processes to ensure billing readiness and downstream integration
Manage equipment records, Installed Base, and warranty entitlements
Support service quotations, service contracts, renewals, and warranty processes
Define, validate, and maintain SAP CRM relationship roles for service customers, warranty holders, technicians, and service partners
Configure and manage number ranges for Service transaction types
Configure and support partner functions, partner determination, and text determination procedures
Ensure proper alignment between SAP CRM Service processes and SAP ECC
Deliver interactive reporting for service performance, SLA compliance, and operational visibility
Configure and support SAP CRM WebUI for Service and CIC users
Participate in Agile delivery activities, including backlog refinement, sprint planning, testing, UAT, releases, and production support
Collaborate cross‑functionally with Service, Sales, CIC, Field Service, and technical teams.
Minimum Job Requirements
Education
Bachelor’s degree in Information Systems, Engineering, Business, Supply Chain, or a related field, or
Equivalent combination of education and relevant SAP CRM experience
Certification / License
None required; SAP CRM certifications are not mandatory but may be considered an asset
Work Experience
8-10+ years of hands-on SAP CRM functional experience, with demonstrated focus on Service Management processes
5+ years of SAP ECC experience, with focus on integration to SAP CRM
Hands-on experience configuring and supporting:
Service Notifications
Service Orders
Service Confirmations
Experience supporting equipment, Installed Base, and warranty management
Experience supporting Field Service and scheduling processes
Experience working within an Agile delivery model
Experience participating in UAT, releases, and production support
Experience collaborating with cross‑functional teams including Service, Sales, CIC, and IT)
Knowledge / Skills / Abilities
Strong functional knowledge of SAP CRM Service processes
Working knowledge of SAP CRM relationship roles across the service lifecycle
Solid understanding of SAP SD and integration between SAP CRM and SAP ECC
Experience configuring SAP CRM WebUI for Services and CIC users
Strong collaboration and communication skills
Ability to work effectively across Sales, Marketing, Services, and technical teams
Strong analytical and problem-solving skills to translate business requirements into SAP CRM solutions
Excellent communication skills, with the ability to work effectively with both business and technical stakeholders
Environment
SAP CRM 7.0
SAP ECC 6.0 (FI, CO, SD, MM)
XML
Microsoft tools
Preferred Job Requirements
Education
Master’s degree in Business Administration, Information Systems, or a related field is preferred
Certification / License
SAP CRM certification (SAP CRM 7.0) preferred
SAP SD certification
Agile-related certifications (Scrum, or Agile Practitioner) are a plus
Salesforce (SFDC) certification is beneficial but not required
Work Experience
12-15+ years of SAP CRM functional experience, with at least 5–10 years supporting Service, Sales and Marketing-focused processes
Experience supporting service contracts, renewals, warranties, and entitlements
Experience supporting Customer Interaction Center (CIC) processes
Experience working in hybrid CRM landscapes (SAP CRM integrated with Salesforce)
Experience supporting pricing, variant configuration, IPC, or CPQ‑related processes
Experience with large‑scale or global SAP CRM deployments
Prior experience supporting User Acceptance Testing (UAT), releases, and post‑deployment support across multiple team
Knowledge / Skills / Abilities
Salesforce (SFDC) Sales lifecycle knowledge
Advanced knowledge of Installed Base, warranty, and entitlement management
Experience enabling sales analytics, pipeline visibility, and reporting
Familiarity with middleware and integration concepts between SAP CRM and SAP ECC
Strong documentation skills (functional specs, test scripts, process flows)
Ability to manage multiple priorities in a fast‑paced Agile environment
Strong stakeholder management and influencing skills
Proven ability to work independently while collaborating across Marketing, Sales, Service, and Technical teams
Comfortable operating in an Agile, fast‑paced delivery environment with multiple concurrent priorities
Environment
SAP CRM 7.0
SAP ECC 6.0 (FI, CO, SD, MM)
XML
Microsoft tools
Physical Requirements and Working Conditions
PHYSICAL DEMANDS:
Office Environment (Includes field sales):
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel. (If travel percentage is required beyond occasional or is a regular part of the job, include “Up to x% travel and valid Driver’s License required.”)