CX Expert: Service Domain

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.
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
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 [[PostingCity]], [[country]].
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.