Bukit Merah - SAP SD - Customer Service & Service Management Consultant

We are seeking an experienced SAP SD Customer Service & Service Management Consultant with strong expertise in service-related processes within SAP. The ideal candidate will be responsible for understanding, mapping, and optimizing Customer Service and Service Management processes within SAP S/4HANA, ensuring efficient service order handling, contract management, and integration with broader business workflows.

Service Management & Service Order Lifecycle:

• Design, configure, and support end-to-end service order management, covering creation, execution, tracking, and fulfillment.
• Optimize repair processing, service notifications, and service confirmations for seamless operations.
• Ensure smooth integration between Service Management, SD, and FI-CO for efficient workflow execution.

Warranty & Contract Management:

• Implement and improve warranty tracking and long-term service contracts, ensuring compliance and customer satisfaction.
• Manage service agreements, including preventive maintenance contracts and post-sales service commitments.

Service Billing & Revenue Recognition:

• Design and maintain service-related billing plans, ensuring accurate pricing, invoicing, and financial tracking.
• Implement Event-Based Revenue Recognition (EBRR) and monitor revenue flow from service transactions.

Process Mapping & Optimization:

• Analyze existing CS and Service Management processes and align them with SAP S/4HANA’s latest functionalities.
• Provide strategic recommendations for automation and efficiency improvements.

Customer Support & Enhancements:

• Work closely with business users to troubleshoot issues, develop innovative SAP solutions, and drive enhancements in service-related functionalities.
• Support deployment and user adoption of SAP Fiori apps related to Service Management and CS modules.

Cross-functional Collaboration & Integration:

• Coordinate with SAP SD, MM, PP, and FI-CO teams to ensure seamless integration across modules.
• Assist in aligning customer service processes with SAP Field Service Management (FSM) solutions if applicable.

Documentation & Training:

• Develop detailed process documentation, SAP configuration guides, and end-user training materials.
• Conduct workshops to educate teams on best practices for Service Management and Customer Service in SAP.

Required Skills & Experience:

• SAP CS & Service Management Expertise: In-depth knowledge of Service Order processing, warranties, contracts, billing, and repair management.
• SAP SD Integration: Hands-on experience integrating CS and Service Management with SAP SD for streamlined sales-service workflows.
• Revenue Recognition & Billing: Strong understanding of Event-Based Revenue Recognition (EBRR) and billing management.
• Process Optimization & Automation: Proven ability to map, optimize, and transform service management processes within SAP.
• Stakeholder Management & Communication: Strong ability to collaborate across teams, ensuring business requirements are met with optimal SAP solutions.
• SAP Implementation & Support: Experience with SAP S/4HANA implementations, system enhancements, and ongoing support activities.
• Preferred Qualifications:
• SAP S/4HANA experience with a focus on CS and Service Management modules.
• Prior consulting experience in SAP service management solutions.
• Knowledge of Fiori-based Service Management applications.
• SAP Certification in SD, CS, or Service Management is a plus.