Solution Support Engineer - PLM MAN - Quality Management

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

COMPANY DESCRIPTION

As the market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insights more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

EDUCATION

• Degree in Economics, Computer Science, Information Technology, Software Engineering, Business Information Systems, Engineering, Science or a related discipline is required. Equivalent professional experience will be considered

SKILLS AND COMPETENCIES

• An early adopter mindset and the ability to thrive in a changing environment
• Strong collaboration skills and a flexible approach to working in teams
• Systematic, communicative, and creative focus
• Excellent customer focus & English communication skills (oral and written)
• German speaking would be a plus
• Act with high emotional intelligence and empathy to our internal/external customers
• Execution mindset
• Strong ability to capture a complete and accurate problem/symptom description of reported issues
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions

WORK EXPERIENCE

• Studies or Work experience in Logistics area is an advantage
• Experience in SAP ERP or other vendor ERP solutions is an advantage
• Previous experience with customer support and/or ticketing tool is an advantage.

PURPOSE AND OBJECTIVES

Do you demand the best from your professional career? Are you inspired by excellence? At SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better.
As an S/4HANA Cloud Support Engineer, you trouble-shoot and solve incoming customer issues through multiple channels, such as Incidents, Expert Chat and Schedule an Expert. This task regularly involves liaising with development and operations teams. By collaborating with colleagues, utilising our knowledge databases, problem simulation and remote work on customer systems, you will resolve customer issues while achieving excellent customer satisfaction.
The SAP community of employees, partners and customers is vast - the SAP Community Network (http://scn.sap.com) has over 2.5 million members.
The worldwide Product Support team of ~3000 is committed to the success of our customers through outstanding technical support. We actively investigate customer issues by mastering diverse technologies and by working intensively with the products we offer.
We are looking for a new colleague for the PLM MAN – Quality management area.
So, what is this Job about in short?
As a “Solution Support Engineer”, you will work directly with Customers to solve their issues and allow the use SAP’s products in a timely manner and with seamless communication workflow. You will be given trainings and guidelines as how to run “best in class” service against Product Support processes. Your key focus will be our Customer’s satisfaction and Customer Centric mindset. Your innovative spirit will be encouraged, and this is evident in the many ideas from our Engineers that have already become success stories in our transformation journey. A key element of this role is ensuring your adherence to SAP’s Core Values and commitment to provide a best in class experience to both our internal/external Customers and colleagues.

EXPECTATIONS AND TASKS

• Responsibilities include but are not limited to:
• Enable customers to implement and operate their SAP solutions efficiently by providing state-of-the-art support services.
• Analyse and resolve customer Cases by means of knowledge databases (SAP Notes service, solved incidents and documentation) and verification of software customising entries and hardware parameters.
• Report errors and identify possible resolution to development support
• Provide consulting for customers on procedural issues and queries
• Provide Mission Critical Support on weekend and evening shift as scheduled
• Share knowledge within a global team
• Create content for and maintain the technical knowledge databases
• Create check tools and workarounds for customers’ issues
• Create supportability and analysis tools for customer use
• Participation in global projects around support processes, infrastructure requirements and quality assurance.
• Safeguard customers in critical/escalated situations
• Manage internal and external escalations incl. Customer communication
• Queue management