Solution Support Engineer, Procurement

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.
We are looking for a person in Monterrey, Mexico who is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products.

• Enable customers to implement and operate their SAP solutions efficiently
• Collaborate closely with other SAP Lines of Business (LOBs) to ensure great customer service
• Perform the root cause analysis of reported incidents
• Participate in global projects around support processes, infrastructure requirements and quality assurance
• Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba, SAP Business Network, or SAP Fieldglass applications
• Provide consulting for customers on procedural issues and queries
• Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions
• Maintain personal broad knowledge of product area and deep component expertise
• Provide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat)
• Provide weekend and evening shifts as scheduled when necessary
• Maintains and follows personal development plan by leveraging formal training and knowledge plans including adheres to Key Performance Indicators (KPIs)
• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
• Familiarize yourself and act in accordance with SAP Support Strategy and Culture
• Handle escalated customer issues

Proactive Support and Innovation Activities

• Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers).
• Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles)
• Test internal systems to prevent future issues on customers’ systems
• Support and participate in innovation projects aimed at achieving our Vision and Goals
• Show an ability to adapt to changes and a flexible approach to working with different teams
• Demonstrate excellent customer focus and communication skills internally and externally
• Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).
• Develop product specialization in at least one product area
• Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE)