SAP Coe Customer Service

4 days ago

Bengaluru Karnataka, India CCR (Carrier Commercial Refrigeration) Full time

Overview:
The **SAP CS Consultant** will take charge of the **Customer Service (CS)** module implementation in an S4 HANA migration. They will be responsible for defining the global service processes, configuring the SAP CS module, and ensuring its integration into the Business Process Master List (BPML). This includes collaboration with process owners and managing the rollout of the global template to multiple entities within a large multinational corporation.

**Responsibilities**:
**Business Process analysis and Mapping**
- Collaborate with business process owners to gather customer service (CS) requirements and map them into BPML.

**Global Process Template**
- Lead the design and development of a global SAP CO template, ensuring compliance with corporate standards.

**Configuration & Customization**
- Perform and oversee configurations in CS (Service Order Management, Warranty Management, Customer Interaction Centre, and others).

**Collaboration with Development**
- Work with development teams to define functional specifications and review technical designs.

**Project Leadership**
- Manage timelines, deliverables, and stakeholder communication during the template rollout phases.

**Testing & Quality Assurance**
- Create test plans (Unit, Integration, UAT) and ensure consistency across entities.

**Data Migration & Cutover**
- Lead migration of controlling data from ECC6 to S4 HANA, ensuring data accuracy and integrity.

**Training & Support**
- Develop end-user training materials and provide post-go-live support.

**Continuous Improvement**
- Propose improvements using S4 HANA functionalities to optimize business processes.

Qualifications:
**Educational Background**
- Bachelor’s or master’s in finance, Accounting, or IT. SAP CS Certification preferred.

**Experience**
- Deep knowledge of **SAP CS** sub-modules (Service Orders, Warranty Claims, Repairs, Field Service Management).

**Technical Skills**
- Deep knowledge of SAP CO (Cost Element Accounting, Cost Centre Accounting, Activity-Based Costing, etc.) and integration with FI, SD, MM, and S4 HANA Finance.

**Integration Skills**

Deep understanding of integration points with **SD, CRM (Salesforce)**, and logistics modules.

**Project Management**
- Experience managing large-scale SAP projects, with Agile or Waterfall methodologies.

**Communication Skills**
- Strong interpersonal skills, capable of communicating complex technical details to business stakeholders.

**Problem-Solving**
- Demonstrated ability to analyse business needs and implement solutions effectively.

**SAP S4 HANA Customer service**
- Experience with S4 HANA CS capabilities, including improved analytics, service management dashboards, and Fiori apps.

**Integration with CRM/CS**
- Proven experience in integrating SAP CS with CRM systems (especially Salesforce) for customer engagement optimization.

**Warranty Management**
- In-depth knowledge of warranty processes, claims handling, and associated reporting in SAP CS.

**Reporting and Analytics**
- Experience with S4 HANA reporting tools and analytics relevant to customer service processes.

**SAP Tools**
- Proficiency with SAP Solution Manager, Fiori, and related SAP tools.

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