Business Systems Consultant – CRM (PD/CS)/GCC - Service

Job Purpose

The Business Systems Consultant supports the Customer Service and Project Delivery business areas through CRM and Global Call Center (GCC) solutions. The role ensures that service requests, installed-based data, and project execution workflows are efficiently managed in the system, enabling high-quality customer service and on-time project delivery.

Key Responsibilities

• Capture requirements from Service and Project Delivery teams.
• Configure CRM/GCC modules covering service tickets, case management, installed base, and field service.
• Support Project Delivery workflows: project setup, milestone tracking, resource and cost monitoring.
• Participate in CRM/GCC enhancement.
• Coordinate with ERP, supply chain, and finance teams for end-to-end service and project processes.
• Support integration of service data with ERP (spare parts, billing, project accounting).
• Provide 2nd-level support for CRM/GCC incidents and change requests.
• Troubleshoot service ticket, dispatching, and project execution issues.
• Support business users in resolving master data-related issues (service contracts, equipment, project structures).
• Identify improvements in service and project execution processes.
• Documented system configurations, workflows, and SOPs, while supporting end-to-end integration processes.

Required Qualifications

Education

• Bachelor’s degree in information systems, Business Informatics, Data Science, Computer Science, Engineering, or a related field.

Technical Skills

• 2+ years’ experience with CRM systems (Dynamics 365 Customer Service, Salesforce Service Cloud, or similar).
• Understanding of service management and project execution processes.
• Strong expertise in ERP integration, including project, finance, and materials management.

Analytical & Business Skills

• Strong analytical and customer-oriented thinking.
• Ability to coordinate across departments and regions.
• Comfortable working on cross-functional topics.

Soft Skills

• Strong communication skills in Chinese and English (written and spoken); German is a plus.
• Structured, proactive, and able to work independently as well as in a team.
• Ability to work in a multinational, cross-functional environment.
• Service-oriented mindset with attention to detail.

Nice to Have (Not Mandatory)

• Experience with SAP PS (Project System).
• Knowledge of field service applications and mobile solutions.
• Experience with global rollouts in service organizations.
• Familiarity with installed-base management, field service, and case management.

What We Offer

• Hands-on exposure to end-to-end enterprise systems across multiple business domains.
• Opportunity to participate in digitalization and system integration projects in an international setup.
• Clear career development path in IT consulting and enterprise application management.
• International working environment with real business impact.