About the RoleWe are seeking an SAP and CRM Systems Architect to serve as the North American technical authority for commercial systems within Information Technology. This role owns how commercial systems are configured, integrated, and changed across the region, delivering the system solutions that support business-owned processes while operating within headquarters guardrails. The position is defined by the systems rather than any single process and requires someone who can take ownership of technical decisions, work through complex requirements, and apply a structured approach to architecture, integration, security, and documentation.
Current scope includes SAP Sales and Distribution and order-to-cash, with Materials Management as a secondary area, along with the operational CRM platform (Salesforce) and Electronic Data Interchange. This role owns the underlying architecture, security, and integrations across these environments. It also supports two parallel priorities: delivering near-term commercial system commitments in the RISE North America plan and building the North American solution design ahead of the S/4HANA program beginning in 2027.
Core Responsibilities- Own the technical design and build of the systems that support North American commercial processes, including configuration, master data structures, and interfaces, within headquarters guardrails
- Serve as the North American technical authority for commercial system changes in partnership with headquarters IT and global process organizations
- Translate process design and business requirements from the Local Process Owner, Commercial into system solutions, clearly identifying where requirements cannot be met as specified or require tradeoff decisions
- Create and maintain configuration and custom modules in SAP, with primary responsibility for Sales and Distribution and secondary responsibility for Materials Management
- Build and maintain the system solution for order-to-cash, including order entry, delivery, billing, returns, pricing, availability, and interfaces to Materials Management and Finance
- Administer and configure the North American operational CRM (Salesforce), including security model, user access, objects, workflows, and release management, based on commercial requirements
- Own the integration between Salesforce and consumer-facing marketing platforms administered by the Digital Platform Manager
- Maintain technical data integrity and the integration between CRM and SAP
- Own integration across SAP, CRM, EDI, dealer-facing platforms, dealer portal, and dealer locator solutions
- Monitor IDoc processes and EDI integrations, manage technical partner onboarding, and lead EDI platform transition work with external partners
- Govern North American data access within headquarters guardrails and maintain the regional access framework with the headquarters IT organization
- Establish technical feasibility, effort, and risk for North American commercial blueprint decisions ahead of the S/4HANA project, then build the approved solution design
- Use headquarters blueprints where they fit and identify in advance where global templates do not meet North American market requirements
- Coordinate with the supply chain local process owner on shared decisions, cross-module master data, order-to-cash handoffs, and S/4HANA readiness
- Maintain integration compatibility with global platforms so product introductions, connected-tool features, and application services remain available in North America
- Direct and review the work of outsourced staff and third-party consultants across scoping, planning, configuration, testing, deployment, and post-go-live support
- Represent North American technical requirements through the dedicated delivery pipeline, documenting dependencies and escalating issues when executive-level resolution is needed
- Ensure software selections and interface work align with headquarters architecture before commitment
- Conduct SAP and CRM technical training for the Local Process Owner and key users, and support departmental training efforts
- Resolve or escalate SAP and CRM issues from the commercial organization in line with standard operating procedures, service-level expectations, and incident documentation requirements
- Maintain system configuration documentation and standard operating procedures
- Support strategic initiatives assigned by executive leadership
- Represent Festool North America with software vendors, technology partners, and the headquarters IT organization
- Perform other duties as assigned
Required Skills & Abilities- Strong experience designing, configuring, or supporting SAP, CRM, and related enterprise systems in a complex business environment
- Five or more years of experience in a validated SAP environment, with configuration depth in Sales and Distribution
- Strong understanding of SAP solution design, including how modules connect and when business requirements are best addressed through configuration rather than development
- Experience with SAP R/3 (ECC 6.0 or a recent release) or S/4HANA
- Demonstrated delivery of end-to-end order-to-cash solutions in SAP
- Experience integrating SAP Sales and Distribution with Materials Management, Finance, and a CRM platform
- Working knowledge of EDI and interface concepts, including IDocs and APIs
- Experience working with Salesforce, Electronic Data Interchange, IDoc processes, and cross-platform architecture, security, and data flows
- Experience working within an international or global SAP organization and securing decisions across organizational boundaries
- Experience partnering with process owners or business subject matter experts to translate requirements into system solutions
- Ability to explain technical constraints, options, and cost considerations to business stakeholders in clear, practical terms
- Ability to work independently on technical problem-solving while exercising sound judgment within defined standards and governance models
- Comfort handling detailed system requirements, structured processes, and documentation-heavy work
- Strong written communication skills for architecture diagrams, technical specifications, solution documentation, standard operating procedures, and change records
- Strong verbal and presentation skills with both technical and business audiences
- Ability to manage multiple technical priorities in parallel without losing accuracy or control
- Skilled at balancing business requirements with system constraints, controls, data integrity, and long-term sustainability
- Experience working across regional and global teams to align technical architecture with broader organizational standards
- Experience overseeing vendors, consultants, or outsourced technical resources
- Ability to interact effectively with mid- to senior-level management and headquarters stakeholders
Other Requirements- Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field, or equivalent practical experience
- Willingness to travel domestically and internationally approximately 10-15%, including travel to headquarters in Germany
- Salesforce administration experience or certification preferred, or willingness to obtain it
- Participation in an ERP implementation or rollout project in a build or configuration role preferred
- SAP S/4HANA implementation or rollout experience preferred, or willingness to grow into that work
- EDI experience preferred, ideally with SPS Commerce or a comparable platform, including IDoc monitoring and trading partner onboarding
- Materials Management configuration experience preferred
- Familiarity with change control, development life-cycle concepts, and scaled agile delivery methods used on large digitalization programs preferred
- German language ability is helpful but not required
