CRM Techno-Functional Consultant (Field Service SME)

MS Dynamics CRM Techno-Functional (Field Service SME) deep functional knowledge of Dynamics 365 Field Service module combined with technical skills to customize, configure, and integrate solutions that optimize field operations, improve service delivery, and enhance customer satisfaction. You will act as a bridge between business users and technical teams, ensuring seamless implementation and continuous improvement of the Field Service application.

Key Responsibilities:

• Serve as the primary advisor for Dynamics 365 Field Service solution design, architecture, and strategy.
• Partner with business and IT stakeholders to align Field Service capabilities with operational needs (dispatching, inventory, resource scheduling, customer communications, etc.).
• Lead requirement gathering workshops, solution envisioning sessions, and architecture reviews.
• Guide the configuration and customization of Field Service components (Work Orders, Bookable Resources, Agreements, Inspections, etc.).
• Ensure solution governance and alignment with Microsoft best practices and industry standards.
• Support integration with other systems (ERP, IoT platforms, customer portals, etc.).
• Review and validate technical designs, data models, workflows, and automation strategies.
• Assist in risk assessment, change management, and training strategies for go-live and adoption.
• Mentor and guide functional consultants and development teams throughout project lifecycle.

Requirements:

• 8+ years of experience with Microsoft Dynamics 365 CRM, with 5+ years specifically in Field Service.
• Must possess deep functional knowledge of:
• Work Order lifecycle.
• Resource scheduling optimization
• Mobile field service capabilities
• Customer assets and agreements
• Inventory and parts management.
• Must have technical familiarity with:
• Power Platform (Power Apps, Power Automate, Dataverse)
• Custom workflows/plugins
• API and integration patterns
• Strong experience working in industries like utilities, manufacturing, telecom, or healthcare preferred.
• Should have strong stakeholder engagement, presentation, and documentation skills.
• Microsoft certifications such as MB-240 (Microsoft Dynamics 365 Field Service Functional Consultant) are highly desirable.
• Experience with Field Service mobile app customization and offline capabilities.
• IoT integration with Field Service (Azure IoT, Connected Field Service).
• Familiarity with Project Operations or Customer Service modules for cross-functional projects.