Senior SAP CS Lead - Remote APAC Hub

Discover International

Malaysia

On-site

MYR 180,000 - 240,000

Full time

4 days ago

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Job summary

Discover International seeks a senior SAP Customer Service specialist to lead the service systems workstream for a regional healthcare technology consolidation programme. This role oversees SAP CS across APAC migrations, ensuring continuity and design integrity.

The position focuses on designing harmonised service processes, overseeing migration shadowing and hypercare phases, and guiding integration with CRM, field service, and telephony platforms while leveraging GenAI tooling for agent assist

Qualifications

Ten to fifteen years in SAP Customer Service with at least two full lifecycle implementations.
Experience in medical technology, diagnostics, pharmaceutical or regulated manufacturing.
Understanding of SAP CS with SAP PM and SAP SD.
Exposure to CRM and field service management platforms.
Knowledge of integration across service tooling and cloud contact centres or telephony platforms.
Familiarity with quality management and regulatory control frameworks.
SAP S/4HANA Service Management certification welcome.
Strong communication and stakeholder skills.

Responsibilities

Lead design and harmonisation of service processes across the hub, including case management, service notifications, orders, complaints, returns and repairs.
Advise on architecture and design decisions, linking local affiliates, global support and platform teams.
Manage migration shadowing and hypercare phases to keep operations stable.
Own user access and role management for service teams; coordinate data flows and telephony integration.
Develop training materials for field service engineers and agents; drive GenAI use cases.