Support Engineer

Job title: Support Engineer

Job description: What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

The Engagement Engineer works for customers with Premium Engagement contracts, such as SAP MaxAttention or SAP ActiveAttention. The aim of this role is to support customers a long-term engagement between the customer and SAP. Engagements will cover topics related to operation and the adoption of digital innovation in SAP centric solutions. Based on a strong organization and network and a sound understanding of the customer situation the Engagement Engineer manages the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical situations. The Engagement Engineer is working in an engagement with a limited scope or together with a team with more experienced colleagues which are helping in judging situations and the creation of action plans in more complex engagements.

Customer Understanding and Situation Analysis
> Understand Customer’s Business (e.g. business challenges and pain points, industry specifics)
> Understand Customer Organization (e.g. Stakeholder, Implementation Partners, Service Providers)
> Understand SAP at Customer (e.g. current contractual footprint, past escalations, customer feedback provided to SAP)
> Support analyzing current customer situation, maturity of SAP solution operations, and IT service delivery

Engagement Setup
> Understand the scope of the engagement with the customer
> Understand engagement roadmap, focus areas and high-level delivery plan
> Understand goals and Key Performance Indicators for the engagement
> Understand governance model (e.g. Meeting Cadence, Escalation Path)
> Expedite SAP’s collaboration platform (SAP Solution Manager) at the customer
> Understand initial action and service plan

Engagement Governance
> Contribute to account team meetings
> Contribute to Executive Meetings. Provide a Balanced Score Card based overview of the engagement to demonstrate the value delivered.
> Understand Engagement Performance expectations and adhere to Delivery Standards and KPIs

Engagement Development
> Highlight premium engagement delivery opportunities to front-office team or to manager
> Support the Premium Engagement contract renewal

Customer Relationship Management
> Aim for a trusted relationship with customer
> Support the communication for own engineering topics between the customer’s organization and SAP DBS during the engagement lifecycle
> Support Capturing customer experience (reference calls, videos, success stories, etc.)

Engagement Management & Planning
> Support finding relevant SAP delivery portfolio and find the best possible way to deliver effectively for maximizing the customer value and increasing SAP delivery efficiency
> Understand the long-term engagement plan based on customer’s projects and top issues
> Highlight short term needs inside the front-office team when having to avoid issues in order to adjust action plans in alignment with the Premium Engagement charter

Anticipation and identification of risks and top issues
> Identify & assess potential IT Issues
> Provide advice on issue resolution
> Involve SAP Backoffice organization, SAP experts, as well as experts from the customer and partners if deeper expertise is required
> Assist in action plan creation for resolution of the customer’s issues and top issues
> Document top issues to provide transparency on status and progress throughout SAP

Escalation Management for critical situations
> Understand importance of all issues raised, and recommendations given in SAP DBS Services
> Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables
> Escalate critical situations inside the front-office or account team
> Highlight maintenance at risk situations

Engagement Delivery
> Manage execution of the ‘Engagement Plan’ by aligning, scheduling, scoping, ordering and support of services contained in service plans
> Prepare the customer contacts for upcoming service delivery
> Prepare remote and on-site teams with customer specific information
> Follow up service deliveries to ensure value realization and support visibility of value delivered to customer

Documentation and reporting of Engagement status, action and value
> Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front-office team
> Enter and update the customer’s information and status in the customer’s SAP Solution Manager and other SAP internal systems, such as CRM@SAP Support.

Internal Feedback
> Provide feedback on improvement potential for SAP engagement and service delivery

Support ES (Enterprise Support) or PSLE (Product Support for Large Enterprises) delivery
> Instruct customer on SAP’s Support processes to drive efficient incident resolution

Functional Experience
> Problem resolution: He/She is able to effectively resolve or drive resolution for problems that require the creation of new and innovative approaches
> Ability to manage Customer Solutions in top maintenance segment (level 1).
> Is able to manage enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues.
> Good understanding of the SAP technology and understanding of SAP Business Suite (Application)
> Can present and explain strategy and demonstrate capabilities to customers
Other Experience
> Communication to senior management in larger companies
> Learning quickly about new products or methods

English: Fluent

French a plus

Education
> Bachelor in Computer Science, Science, Mathematics, Engineering or similar

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

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:320491 | Work Area: Consulting and Professional Services | Expected Travel: 0 – 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual – Canada

Company: SAP

Expected salary:

Location: Toronto, ON

Job date: Sun, 19 Dec 2021 23:23:24 GMT

Job Source: Careerjet.ca

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