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.
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.
AREA OF EXPERTISE
SAP Product Lifecycle Management and Manufacturing
The SAP Product Lifecycle Management (SAP PLM) applications provide you with a 360-degree-support for all product-related processes - from the first product idea, through manufacturing to product service. SAP PLM gives organizations the unique ability to perform their essential business processes with modular software that is designed to work with other SAP and non-SAP software. Organizations and departments in all sectors can deploy SAP PLM to address specific business challenges on their own timelines.
WHAT WE CAN OFFER
Career progression – At SAP we are known for offering employees the tools and support to develop in their career. Training – each employee will have a development plan that involves a mixture of on-the-job learning and knowledge-based training. Supportive environment – we encourage expression, collaboration, individuality and diversity – you will work with global teams spanning a range of nationalities and languages. Working on world class cloud products and services – enhancing your technical and SAP knowledge. We will help your integration into a highly collaborative, engaged, and efficient organization where all differences and mindsets are welcome
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
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
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 400552 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.