SAP CS (Customer Service) Lead

SAP Customer Service Lead

12 month contract | Remote, Malaysia based | Start ASAP

A senior SAP Customer Service specialist is needed to lead the service systems workstream on a regional customer support consolidation programme in the healthcare technology sector.

The organisation is moving from a fragmented, country by country service model into a single centralised support hub covering multiple APAC markets. You'll be the subject matter authority for SAP CS across that transition, owning the process design and making sure service continuity holds through each country migration.

What the role covers

You'll lead the design and harmonisation of service processes across the hub, spanning case management, service notifications, service orders, complaints, returns and repairs, and field service dispatch. You'll advise on architecture and design decisions, and act as the link between local affiliate operations, global support functions and the platform teams behind contact centre, field service and online support.

A significant part of this is the migration itself. You'll manage the shadowing and hypercare phases as each market transfers into the hub, so the ability to keep operations stable while processes are changing underneath you matters as much as the configuration knowledge.

Alongside that you'll own user access and role management for the service teams, work with infrastructure colleagues on secure data flows and telephony integration from inbound call through to dispatch, and build the training and knowledge materials that field service engineers and agents will work from.

There's also an innovation element. The programme is introducing GenAI tooling into service operations, covering areas such as agent assist, automated call summarisation and chatbots, and this role is expected to define the use cases and drive adoption on the ground.

What we're looking for

Ten to fifteen years in SAP Customer Service with at least two full lifecycle implementations behind you. Experience within medical technology, diagnostics, pharmaceutical or a comparable regulated manufacturing environment is important, as is a working understanding of how SAP CS sits alongside SAP PM and SAP SD.

You'll need practical exposure to CRM and field service management platforms and how cases flow through to dispatch, along with integration experience across service management tooling and cloud contact centre or telephony platforms. Familiarity with quality management and regulatory control frameworks in a regulated setting is expected, as is comfort working across a matrixed, multi country delivery team.

SAP S/4HANA Service Management certification is welcome. So is any formal grounding in CRM, field service or analytics platforms.

This is a senior, standalone position. You'll be advising rather than executing to someone else's design, so the communication and stakeholder skills need to match the technical depth.

Details

Twelve months initially, fully remote, candidate must be based in Malaysia. Competitive day rate depending on experience. Immediate start.

If this fits, send your CV to [Confidential Information] or apply.