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Service Management

Location:
Canton, Georgia, 30115, United States
Posted:
October 05, 2016

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Area of Expertise

SAP CRM General

SAP CRM Service

ECC

CRM Asset Finance and Leasing (AFL)

SAP CIC, SM

EDI

RM-INST, RM-MAT

R3 Direct Store Delivery (DSD)

SAP Implementations since 1990

** ***r ABAP

Education

High school with honors

Technical University Eindhoven, The Netherlands

ABAP

SAP Warehouse Management

Online Hana Training

History

SAP since 1990

Working in US since 1994

Professional soccer player for PSV Eindhoven and the Dutch National Team

Language

Dutch

English

German

Summary

Pieter Wildschut most recent experience and strength is SAP CRM. He is very experienced in Contract, Sales and Service management and its related functions and configuration. He also has extensive knowledge about CRM Leasing (AFL), the Customer Interaction Center, sales order/contract, activity management, IPC interfacing, R3 interfacing via Idocs, action and date management, business partners, ibase and all related configuration. With his programming background he knows how the implement and code user exits, screen changes and BAPI enhancements. He gained extensive knowledge about the R3 Beverage Solution Direct Store Delivery (DSD). He has been working with SAP for more than 20 years and has successfully completed over 13 implementations. Career Achievements

May 2015– now

Cintas

Mason OH

Project Description

SAP implementation for Cintas Uniforms service process.

Key Areas: Contracts, Change Process development, WEB UI, Data conversion

Responsibilities:

Design and Development of contract change processes

Design and Development of interface to Event Manager (EM)

Design and Development of contract change processes interface from handheld devices

Create and Modify Rapid Applications

Create and modify WEB UI components.

Trouble shooting in all areas (CRM, ECC)

Nov 2014– May 2015

Karl Storz

Worchester MA

Project Description

SAP implementation blue print for Field Service / In-house repair for medical devices

Key Areas: Logistic Integration, CO integration, WEB UI, Data conversion

Responsibilities:

Design and documentation of field service repair process

Identify and specify development objects to compete process

Prototype in-house repair scenario (complaints)

Involved in Data Migration design.

Transactional Middleware trouble shooting

Aug 2013 – Oct 2015

Olympus

Allentown PA

Project Description

SAP implementation for Depot Repair of medical devices

Key Areas: Depot Repair, Logistic Integration, CO integration, WEB UI, Data conversion

Responsibilities:

Design, Documentation, configuration and realization of Depot repair process in CRM and interface into CRM from external system (Data sweep)

Integration

Confirmation with enhanced CATS integration

Logistic integration with enhancements to reservation

Warehouse Management enhancement (design and coding) related to depot repair process (Transfer request trigger from CRM)

Transactional Middleware trouble shooting

Coding user exits, callback, etc

Development of functional and technical specifications.

Jan 2013 – Sep 2013

BBH

Raleigh NC

CRM Service Management Upgrade CRM7.0

Key Areas: Service, Logistic Integration, CO integration, WEB UI

Project Description

CRM Service ( ECC upgrade / CRM New Implementation)

Key Areas: Service, Logistic Integration, CO integration, WEB UI,

Responsibilities:

Service Process

oRepair order process.

oService Order process

oContract determination

oConfirmations

Internal order creation

Logistic Integration

Coding user exits, callback, etc

Development of functions and technical specifications.

May 2012 – Ma y 2013

Mettler Toledo

Columbus OH

Functional/Technical Consultant CRM 7 EHP1

Project Description

CRM Service New Implementation

Key Areas: Service, Logistic Integration, CO integration, WEB UI, Data conversion, Trouble Shooting

Apr 2011 – May 2012

Insight

Phoenix AZ

Functional/Technical Consultant CRM 7 EHP1

Project Description

CRM Service ( ECC upgrade / CRM New Implementation)

Key Areas: Service, Logistic Integration, CO integration, WEB UI, Data conversion

Responsibilities:

Service Process

oRepair order process.

oService Order process

oContract determination

oConfirmations

Internal order creation

Logistic Integration

Resource Planner / HR Integration

Coding user exits, callback, etc

Development of functions and technical specifications.

Jan 2011 – Apr 2011

Olympus

Allentown PA

Functional/Technical CRM Team (CRM 7.0)

Project Description

Technical resource for web ui development.

Key Areas: WEB UI for CRM – Sales, CRM - Service, CRM - contracts

Responsibilities:

Screen changes (new fields, new assignment blocks, etc).

New Search criteria for accounts, documents, etc

Modified Ibase, Component search

Factsheet

Coding Pricing BADI’s

Development of functions and technical specifications.

Sep 2010 – Jan 2011

Lenovo

Raleigh, NC / Beijing China

Functional/Technical CRM Team (CRM 7.0)

Project Description

Blueprinting of Call Center implementation to support service process .

Responsible for blueprinting CRM – R3 integration processes, blueprinting outside vendor integration with CRM.

Key Areas: CRM – R3 integration, CRM vendor Integration

Responsibilities:

Prototype CRM – R3 Logistic interface.

Prototype CRM – R3 Billing interface

Prototype CRM 7.0 Web UI Enhancements

Development of functions and technical specifications.

June 2010 – Sep 2010

Novell

Boston, MA

Techno/Functional CRM Team (CRM 2007)

Project Description

Post Go Live Bug fixing and Enhancement.

Responsible for CRM bug resolution and bug fixing related to Lead andOpportunity Management, Channel Partner Management and Territory Management.

Key Areas: CRM WEB UI.

Responsibilities:

WEB UI enhancements (BSP and HTML)

CRM 2007 Customizing Adjustments.

Development of functions and technical specifications.

May 2009 – May 2010

Mckesson

Atlanta, GA

Techno/Functional CRM Team (CRM 2007)

Project Description

(CRM) Quote to Cash Implementation.

Responsible for detailed CRM web UI design and development, prototyping business processes. Performed Fit Gap analysis, determination of required enhancements based on fit gap and executed the creation of missing functionality.

Key Areas: CRM Quote transaction.

Responsibilities:

WEB UI development (BSP and HTML)

Re-Design of quote related business processes

CRM 2007 Customizing.

Development of functions and technical specifications.

Design and development of transaction conversion (service orders and contracts)

Utilization of BADI’s and user exits.

Jan 2009 – May 2009

American Greetings

Cleveland, OH

Functional CRM Team Lead (CRM 2007)

Project Description

CRM implementation for activity planning and time confirmations.

Responsible for detailed CRM project planning, blueprinting, prototyping business processes. Fit Gap analysis. Determination of required enhancements.

Key Areas: CRM Activities, Service Confirmations, IC Web client

Responsibilities:

Building CRM Project plan.

Re-Design of business processes

CRM 2007 Customizing.

Development of functions and technical specifications.

CRM (web) transactions (Service Confirmations, activities and IC)

Utilization of BADI’s and user exits.

Feb 2008 – Jan 2009

BBH

Durham, NC

Technical/Functional Consultant SAP CRM Service Management (CRM 5.0)

Project Description

CRM implementation to support BBH Sales and Service processes.

Responsible for prototyping business processes and determination and development of the required enhancements. Working on Data Migration for Service Contracts and IBASE. Worked on service contract billing plan item enhancements related to net change scenarios.

Key Areas: CRM Service, Transactional Middleware

Responsibilities:

CRM Customizing.

CRM transactions (Service Contracts, Sales Orders, Confirmations)

Transactional Middleware

FI-CO integration

Material Management Integration

Billing Engine

Utilization of BADI’s and user exits .

June 2007 – Sep 2007

Home Depot

Austin, TX

Technical/Functional Consultant SAP CRM Service Management

Project Description

CRM implementation for Complaint Management.

Responsible for merging the organization data from external system into SAP CRM via:

Initial Load of Organization data

Delta Daily IDOCs interface

And responsible for automated Customer Merge process

Key Areas: CRM Organization Maintenance, Customer Master data

Responsibilities:

Automation of Customer Merge process.

Update of Organizational data via IDOC’s .

Dec 2005 – Feb 2008

Insight

Phoenix, AZ

Functional/Technical Consultant SAP CRM Service Management

Project Description

Responsible for prototyping business processes and determination and development of the required enhancements. A huge knowledge base for fellow consultants.

Key Areas: CRM Service Management (Contracts, Orders, Confirmation, Billing), CO (internal orders). HR (timesheets), Ibase, FI/CO Integration

Responsibilities:

CRM: Configuration of service orders, contracts, confirmations, CRM billing.

CO integration via internal order creation, settlement rule attributes and cost/revenue planning.

Enhancements to Work Force Management.

Service process enhancements: Collective Confirmations (timesheets), Contract selection and assignment for service orders, Profiles.

CIC : Service order and Service contracts, Escalation process

Warranty

ECC integration: creating PO’s, requisitions, reservations from CRM service order, enhancements of internal order creation.

HR Time sheet integration, service confirmation

CRM Billing

CRM > ECC: Middleware Trouble shooting.

Key Areas: CRM Service Management

Oct 2005 – Nov 200

Eclipse Aviation

Albequerque NM

Functional Consultant SAP CRM Sales

Project Description

7 week implementation of CRM Sales and Billing for configurable material. Implementation on budget and on time.

Responsibilities:

CRM: Configuration of sales orders (Action management, Date Management, User exits, Callback functions, Transaction data, Status Management etc)

CRM: Responsible for functional/technical design and realization of enhancements

R3: Responsible for Billing and Delivery.

Key Areas: CRM Service Order Management, Table extension, action configuration, date management, R3 Billing

Sept 2004 – Sept 2005

Safety Kleen

Dallas, TX

Functional/Technical Consultant CRM, R3

Project Description

Full functional implementation to support service process.

Responsibilities:

CRM: Configuration of service process (Action management, Date Management, User exits, Callback functions, Transaction data, Status Management etc.

CRM: Responsible for functional/technical design and realization of

oService contract creation enhancements (automatic service item, specification material lookup related to the service, customer data.

oSales order creation from service contracts (CRM). Various sales orders (different types, default item data, etc) could be customized in customer configuration tables related to sales order creation process.

oCustomer data transfer from CRM via Sales order to Route Accounting Database (Direct Store Delivery)

oService confirmation from R3 Route Accounting Database via settlement and user confirmation codes with update and rescheduling of service contracts. Service confirmation has been build to be completely customizable regarding confirmation codes and their behavior(i.e updates to service contracts, rescheduling, On Time Performance Engine, Placement violation engine)

oContract management for service contracts. Data flow going from CRM contracts-> CRM Sales Orders-> R3 Sales Orders-> ODS-> Hand Held and backwards

R3: Responsible for prototyping, functional/technical design and realization of

oDSD (Direct Store Delivery R/3) database and screen enhancement of the Cockpit and fast entry screen

oData upload from Hand Held device to RADB (DSD Database in R3) via customer ‘Mobile Engine’

oDSD Settlement process modifications via user exits and SAP core modifications.

Key Areas: CRM Service Contract Management, Contract extension, action configuration, date management, R3 Direct Store Delivery, Hand Held interface to R3

Jan 2004 – Aug 2004

Delta Utilities NV

Middelburg, The Netherlands

Functional Consultant CRM

Project Description

SAP CRM CIC implementation enhancement project for utility industry.

Responsibilities:

Contract management for service contracts. Implementation of Contract cancellation functionality.

CTI- Automatic incoming e-mail message linkage to business partner and routing to specific inbox via workflow.

CRM configuration: Contract Management, basic functions like action management, date management, CIC, Activities, Ibase, workflow.

Functional design for processes that support the free energy market in the Netherlands using BADI’s and event call back.

Key Areas: CRM Service Contract Management, Contract extension, action configuration, date management.

Dec 2000 – Dec 2003

IBM

Armonk, NY

Functional/Technical Consultant CRM IS Leasing

Project Description

Development of SAP Industry Solution for Leasing Companies (SAP - Asset Finance and Leasing) for IBM in Austria and Germany.

Responsibilities:

Contract management: Functional processes in contract management reflecting the lease lifecycle.

CRM configuration: Contract Management, basic functions like action management, date management, LAE data upload to R/3, partner determination, Ibase. Also responsible for all sales order related configuration, R3 pricing configuration/data upload into CRM via middleware.

Functional and technical specs for development of user enhancements via user exits, BADI’s and actions. (user enhancements for Campaign management, pricing, ibase, LAE interface to R3, billing, IPC interface, mass change processes…)

Main system trouble shooter in all CRM functional area’s. Detailed knowledge of system processes and configuration of:

oContract Management (with all related mid and end of lease processes)

oIPC interface and interaction with pricing user fields

oLAE interface to R/3

oBilling and billing interface to R/3

oPartner determination

oIbase

Investigation and debug new delivered patches, functionality and code, testing, bug fixing and resolve issues together with SAP developers in Germany.

Transfer knowledge to other consultants and project team members.

Development leader for mid- and end of lease enhancements.

Gained extensive knowledge of CRM sales order related functionality (billing, pricing, partner determination, IPC interface, CRM/R3 accounting interface) and CRM master data.

Key Areas: CRM Contract Management, mid and end of lease processes, action configuration, date management and CRM-LAE accounting interface, IPC interface, Partners.

May 2000 – Nov 2000

IBM

Stuttgart Germany

Functional/Technical Consultant R3 – Entigra Leasing Solution

Project Description

Implementation and support of customer build add-on R3 leasing functionality (‘ENTIGRA”) for IBM in Austria and Germany.

Responsibilities:

Functional redesign, testing and documentation. “Entigra” is a customer Abap IV development for leasing processes. Modules used during this project are R/3: Sales and Distribution, Treasury Management and Asset Management.

Further technical development of the leasing solution “ENTIGRA”. (I.e. cash flow creation within R/3, automation of end of lease processes, etc. lease classification)

Enhancement of standard SAP BAPI functions used for existing and new functionality (FI posting, SD order creation, Asset creation, internal order creation, equipment creation, asset posting)

Master data load (assets, customers, accounts)

January 2000 – May 2000

Bush Transportation

Wilmington, OH

Development Lead

Project Description

Implementation of customer build add-on R3 leasing functionality (‘ENTIGRA”) for BUSH Transportation.

Responsibilities:

Functional design, Technical design, development, implementation, documentation and maintenance of new development in the logistic part of the leasing solution “ENTIGRA”. (“Entigra” is a customer Abap IV development for leasing processes)

Linking ‘Entigra’ processes to standard SAP material management.

Gained extensive knowledge of configuration for Material management, Sales and distribution, Inventory management and purchasing.

Built front ends for requirement planning and goods receipt.

Troubleshooter in SD/AM/TR/PM modules

January 1999 – Jan 2000

Entigra Development

Cincinatti, OH

Development Lead

Project Description

Inhouse development of R3 add-on leasing functionality ‘ENTIGRA”

Responsibilities:

Technical design, development, implementation, documentation and maintenance of the leasing solution “ENTIGRA”. (“Entigra” is a customer Abap IV development for leasing processes)

Team leader for developers group

Participated in the functional design for logistic processes in ‘Entigra’

Participated in demos for clients.

May 1998 – Dec 1998

Timken Steel

Canton, OH

Functional Consultant WM

Project Description

Full R3 implementation at Timken Steel

Responsibilities:

The functional implementation of Warehouse Management SAP 3.1H.

Redefined business processes, configuration, and developed functional and technical specs for user programs, interfaces and layout sets.

Redesigned the user interface for entering transfer orders. (Multiple orders with a minimum of data can be entered in one screen)

Troubleshooter in all area’s (AS/MM/PU). Helped the technical group with writing the programs and creating layout sets in SAP script.

Responsible for data loads and for knowledge transfer to TIMKEN personnel.

Aug 1997 – May 1998

Kemira Chemicals

Savannah, GA

Functional Consultant AR

Project Description

Full R3 implementation at Kemira Cemicals

Responsibilities:

The functional implementation of Accounts Payable SAP 3.E.

Redefine business processes, configuration, and develops functional and technical specs for user programs, interfaces and layout sets (I.e. check printing).

Responsible for enhancements to the standard invoice program.

Troubleshooter in all area’s (PM/MM/AP/PU). Help the technical group with writing the programs and creating layout sets in SAP script.

Assisted in automatic clean up of legacy databases. Also responsible for knowledge transfer to Kemira personnel.

July 1997 – July 1997

SAP Academy

Project Description

This course covered warehouse structures, interfaces with other components of the R/3 system (IM, PP, SD, and QM), storage unit management, physical inventory, and hazardous material handling and interfaces with non-SAP systems. It also goes into detail on:

Responsibilities:

Movement of goods: transfer requirements and transfer orders, goods entry and receipt, transfer postings, deliveries and replenishment.

Customizing: system configuration, stock placement and removal strategies, automatic creation of transfer orders, and capacity checks.

Feb 1996 – July 1997

James River

Richmond, VA

Functional Consultant AR

Project Description

R/3 Accounts payable implementation at James River

Responsibilities:

The redesign of the Accounts Payable, Vendor Master and Payment Process.

Assisted with the redesign of the invoice and purchasing process.

Oct 1995 – Feb 1996

SAP Japan

Tokyo, Japan

Functional Consultant Logistics

Project Description

In-house investigation of new R/3 3.0 functionality

Responsibilities:

Participated in testing new R/3 3.0 MM functionality.

Designing functional and technical specifications for Pioneer Japan.

Assisted PM consultants on specific customer problems.

Set up requisition release workflow (3.0).

Experience with SAP condition technique.

Nov 1994 – Oct 1995

Scott Paper

Owensboro, IN

Programmer PM

Project Description

R/3 Plant maintenance implementation.

Responsibilities:

Configuration of SAP R/3 Plant Maintenance business processes, basic functionality is used; equipment, Functional location, work centers, maintenance request, work orders and preventive maintenance.

Set up classification system.

Designed several batch data upload programs.

Participated in business process design in relation to R/3.

Jan 1994 – Nov 1994

FINA

Antwerp, Belgium

Programmer PM

Responsibilities:

Development in ABAP IV.

Implementation and maintenance of SAP R/2.

Designed and built transactions for capacity planning and for adding additional components to maintenance orders.

Converted and loaded data for maintenance orders.

Design and realization and control of download of order data to a PC application.

Sep 1993 – Dec 1993

EXON

Breda, The Netherlands

Programmer PM

Responsibilities:

Responsible for the uploading (BDC) of equipment and functional location data

Designed and built transactions and reports

Set up classification system for the Retail department

Detailed experience with classifications system, Data Dictionary and functionally of version 5.0C

Apr 1994 – Sept 1993

AKSO

Sassenheim, The Netherlands

Programmer PM

Responsibilities:

Implementation and maintenance of EDI messages, order and article

Functional study of SAP-RV

Aug 1992 – Mar 1993

MOBIL

Eindhoven, The Netherlands

Programmer / DBA

August 1992 – March 1993 Database Administrator MOBIL Eindhoven The Netherlands

Responsibilities:

Non SAP project

Built interfaces of the Material Handling system (INGRES).

Also responsible for the functional design of the production process at Mobil Kerkrade.

The design describes the material handling of the production floor and the relating communication between the system and the material handling equipment.

Feb 1992 – Aug 1992

Philips

Eindhoven, The Netherlands

Programmer PM

Responsibilities:

ABAP IV development

May 1990 – Feb 1992

BASF

Antwerp, Belgium

Programmer PM

Responsibilities:

ABAP IV development

Implementation of RM-INST, RM-MAT

Converted and uploaded data

Designed and built transactions and reports from brief specifications



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