SAP Coe Customer Service

At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: _we come together_, _we always look for a better way_, and _we create possibilities_.

Interested in joining us on our journey?

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.

Position

SAP COE Customer Service

Location

IND, Bangalore, KA

How You'll Create Possibilities

Key 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, configuration, and optimization of SAP CS processes for warranty claims, service orders, and repairs.

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 customer service 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.

What You'll Bring to Our Team

Key Qualifications

Educational Background

Bachelor's or master's in finance, Accounting, or IT. SAP CS Certification preferred.

Experience

12-15 years in SAP CS with at least two full-cycle implementations. Global rollout experience is a plus.

Technical Skills

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

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 Tools

Proficiency with SAP Solution Manager, Fiori, and related SAP tools.

Preferred Skills

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.

Competencies

Leadership

Ability to lead cross-functional teams and manage large-scale projects.

Analytical ThinkingStrong problem-solving skills and a strategic mindset.

Process Oriented

Focus on delivering consistent, high-quality process improvements.

Adaptability

Ability to adjust in dynamic environments and drive change.

Change Management

Ability to manage and implement changes within global and diverse environments.

Attention to detail

High level of precision in all work deliverables.

Our Culture

At GE Appliances, creativity meets passion and conversations lead to exceptional outcomes and experiences. We respect and value the unique backgrounds and experiences that everyone brings to GE Appliances. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every d