SAP CS (Customer Services) Lead
Remote in US
Pay rate: $75/Hour - $80/Hour
We are seeking an experienced SAP CS (Customer Services) Lead to drive the design, implementation, and optimization of our end-to-end Service Management and Order-to-Cash processes.
- In this strategic and hands-on role, you will lead cross-functional SAP initiatives bridging Customer Services (CS), Service Management (SM), and Sales & Distribution (SD / OTC), with a heavy focus on complex integrations with quoting platforms (CPQ) and Service Contract systems.
- The ideal candidate brings deep domain expertise in field service execution, contract lifecycles, and billing automation, serving as the primary liaison between business stakeholders, IT leadership, and technical teams.
Key Responsibilities
Functional Leadership: Lead global design, configuration, and deployment of SAP CS/SM and OTC solutions aligned with strategic enterprise goals.
Process Integration: Architect seamless integrations connecting SAP CS with Sales & Distribution (SD/OTC), SAP Service Contracts, repair processing, equipment master records, and external quoting platforms (e.g., Salesforce CPQ, SAP CPQ).
End-to-End Service Lifecycle: Oversee solution design across service notifications, service orders, resource scheduling, dynamic billing (DIP profiles), warranty management, and service contract renewals.
Architecture & Strategy: Define functional best practices and roadmap for customer service operations, guiding the migration/evolution strategy toward S/4HANA Service where applicable.
Stakeholder Management: Translate complex business requirements into scalable SAP solutions; conduct workshops, blueprinting sessions, and executive presentations.
Cross-Module Alignment: Work closely with FICO (revenue recognition, service costing), MM (spare parts inventory), and PP/PM teams to ensure smooth end-to-end process execution.
Team Guidance: Mentor junior functional analysts, manage external implementation partners, and review technical specifications for ABAP, interfaces (OData/REST/PI/PO), and enhancements.
Required Qualifications & Experience
Experience: 8 12+ years of hands-on SAP functional configuration experience, with at least 2 full-lifecycle SAP CS/SM implementations in a Lead role.
Core SAP Skills:
SAP CS/SM: In-depth knowledge of Service Orders, Service Notifications, Equipment Masters, Functional Locations, In-House Repair processing, DIP (Dynamic Item Processor) profiles, and Resource-Related Billing (RRB).
SAP OTC / SD: Deep understanding of Sales Order Processing, Pricing Procedure, Delivery, Invoicing, Billing Output, and Revenue Account Determination.
Service Contracts: Hands-on mastery of Service Agreements, Billing Plans (periodic/mileage), Price Agreements, and automatic creation of billing requests.
Integration Expertise: Proven track record integrating SAP CS/OTC with third-party or native Quoting platforms (CPQ), Field Service Management (FSM) software, and e-Signature/contract management systems.
Technical Familiarity: Solid understanding of IDocs, BAPIs, RFCs, web services, and user exits/enhancements related to CS and SD modules.
Education: Bachelor s degree in Computer Science, Information Technology, Supply Chain, Business Administration, or related field.
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.
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