CX Expert: Service Domain

Atlas Copco Group; Antwerpen; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Atlas Copco Group in Wilrijk, Belgium, seeks a CX Expert Sales to design and stabilize SAP Service Cloud and FSM, guiding the transition to an improved solution with data integrity and adoption. You will lead technical SAP CX implementation, including AI capabilities for ticket processing and intelligent scheduling, across the service landscape.

You will drive end-to-end delivery from design to go-live and hypercare, align with ERP processes, and ensure governance, data quality, and security

Qualifications

• Experience in end-to-end SAP CX implementation projects.
• Strong knowledge of SAP Service Cloud and SAP Field Service Management.
• Ability to design scalable, governed SAP CX solutions with AI components.

Responsibilities

• Design end-to-end field service processes from work order to reporting.
• Configure planning dashboards and FSM mobile app; optimize scheduling.
• Align FSM with inventory and ERP processes; support testing and rollout.
• Identify AI opportunities in SAP Service Cloud and FSM and monitor KPIs.

Skills

SAP Service Cloud

SAP Field Service Mgmt

AI-enabled scheduling

Workshop facilitation

Stakeholder management

Tools

SAP CPI

OData APIs

ERP integration

Job description

Your role

The CX Expert Sales focuses on the design, evolution, and stabilization of our Service Cloud landscape. The current top priority is leading the transition to an improved solution, ensuring business continuity, data integrity, and adoption throughout the transition. Next to that you’ll lead the technical implementation SAP Field Service Management), from process design through go-live and Hypercare. This role is the functional backbone of the project, translating customer service and field operations requirements into a scalable, well-governed SAP CX solution, including the evaluation and implementation of AI capabilities (e.g., ticket classification, generative AI/Joule copilot, intelligent scheduling) to drive agent and technician productivity.

Your day-to-day

• Design technical solutions for end-to-end field service processes, from work order creation and planning to execution, parts consumption, and reporting.
• Configure and optimize the Planning & Dispatching Dashboard and FSM mobile app, including scheduling, resource allocation, offline capabilities, and technician workflows.
• Align Field Service Management (FSM) with spare parts, inventory, and ERP processes and support realistic end-to-end testing of scheduling, dispatching, and mobile workflows.
• Identify and implement relevant AI and automation opportunities within SAP Service Cloud and FSM, including intelligent ticket processing, SAP Joule, and AI-assisted scheduling and optimization.
• Define requirements, governance, and KPIs for reliable AI applications, including data quality, human-in-the-loop validation, and monitoring, and support UAT and change management.
• Maintain documentation, data quality, security, and authorization standards for Service Cloud and FSM and provide L2/L3 support for technical, dispatching, and mobile app issues.

Your Skills And Experience

• Strong technical knowledge of SAP Service Cloud (ticketing, SLAs, knowledge management, agent workspace) and SAP Field Service Management (dispatching, mobile app, resource planning, parts management).
• Experience in end-to-end SAP CX implementation projects, from design through go-live and hypercare.
• Solid understanding of field operations logistics: dispatching/scheduling principles, spare parts flows, technician mobile workflows, and offline scenarios.
• Familiarity with SAP integration technologies (SAP Cloud Integration/CPI, OData/APIs) connecting Service Cloud/FSM to ERP or backend systems.
• Strong analytical and process-mapping skills; comfortable facilitating workshops with both office-based and field-based stakeholders.
• Excellent stakeholder management skills — able to translate field/operational realities into system design.

Your Compensation And Benefits

At Atlas Copco Group, we are committed to fair and equitable compensation. Compensation is determined based on the position and its responsibilities, without regard to gender, race, ethnicity, religion, physical ability, sexual orientation, marital status, or any other protected characteristic. Our compensation offering is designed to be locally relevant, competitive, and aligned with the expectations of current and future talent.

Beyond compensation, we believe that a rewarding career is about having opportunities to learn, grow, contribute, and develop in an environment built on trust, collaboration, and continuous improvement. At Atlas Copco Group, we support our people in building long-term careers while making a meaningful impact through their work.

Your job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at Atlas Copco Group in Wilrijk, Belgium (BE).

Why it is great to work with us

Your career grows through your skills, your curiosity, and the people you work with. You join a global network where we learn from each other and share knowledge openly. We focus on long‑term development and encourage you to explore new ideas that help us move forward. Innovation is part of how we think and act – we test, improve, and use what we learn to create solutions that matter. You can make a meaningful impact by contributing with your insights and taking ownership of your work, supported by flexible ways of working and leaders who empower you.

Application process

Our selection process includes interviews and, for some roles, skills assessments that help us gain a deeper understanding of your profile. We look forward to getting to know you, learning about your strengths, and discussing how you can grow with us.