SAP CRM Functional Analyst - Services

Generac Captiva Pvt. Ltd.; Pune District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Generac seeks an experienced SAP CRM professional to configure and support service processes across SAP CRM and ECC ecosystems. You will manage Service Notifications, Service Orders, and Confirmations while maintaining Installed Base and warranty records.

Role requires hands-on SAP CRM expertise with strong collaboration across Service, Sales, CIC, and IT teams in an Agile delivery setup. Master’s degree is preferred.

Qualifications

• 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.

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.

Skills

SAP CRM Service

Service management

Agile delivery

Cross-functional collaboration

SAP ECC

Salesforce SFDC

Warranty management

Installed Base

XML

Education

Bachelor’s degree in Information Systems, Engineering, Business, Supply Chain, or related field

Master’s degree in Business Administration, Information Systems, or related field (preferred)

Tools

SAP CRM

SAP ECC

Salesforce SFDC

XML

WebUI

Microsoft tools

Job description

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‑functionally 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.”)

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us? As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.