SAP (Senior) Enterprise Support Advisor Germany Job in Walldorf/St. Leon-Rot, Germany
Requisition ID: 130809
Work Area: Customer Service and Support
Location: Walldorf/St. Leon-Rot
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
As you know, SAP’s vision is to help the world run better and improve people’s lives.
As THE cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries Run Simple.
We empower people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.
At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. Here, you work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’re able to build your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.
PURPOSE AND OBJECTIVES
SAP Support provides excellent customer care, its leading support offerings and its fast growing business. We strive to further improve our innovative service portfolio, our engagement programs and increase our delivery efficiency. The target is to increase business outcome for customers, make them more efficient and accelerate time to value. This explicitly includes executing for all SAP Solutions across all deployment scenarios (on premise, cloud, and hybrid).
The position is within Global Enterprise Support & Preferred Care (ES&PC) Delivery. We are a global organization, with a department for operations, architecture & development, and strategy in Germany and the main delivery hubs in Ireland, US, China, Brazil, and Spain, facilitating the above aspects and providing extensive support advisory to our SAP Enterprise Support & SAP Preferred Care customers. The objective of this organization is to strengthen SAP’s trusted partnership with targeted customers and thus increase customer satisfaction & retention, including cloud renewals. The mission is that our customers get the most out their ES/PC agreements and achieve more value and business outcome. We are looking for a highly motivated candidate who contributes to support our Enterprise Support customers in Germany and to improve our delivery efficiency.
EXPECTATIONS AND TASKS
As an Enterprise Support Advisor you will have the following tasks:
Acquire the role of a trusted SAP advisor inside the customer organization
Create detailed engagement and service plans
Coordinate involvement of SAP Support remote services
Understand the customer's solution landscape and business processes
Identify top issues, define according action plan and drive the resolution process
Report to management level
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
You are the right person for this job, if you have the following skills:
Customer orientation, focus on quality and skills to interact/collaborate with customer and internal teams
Ability to communicate effectively with individuals at all levels, internally and externally
Excellent communication & presentation (soft) skills.
Excellent German and English language skills, written and verbal are required.
Broad understanding of SAP solutions and technology
Broad understanding of the SAP organization
Project management experience would be an advantage
Development knowledge is a plus (ABAP, C , Java, …)
Very good or good final degree in Economics, Business Informatics or comparable subjects of study
2-5 years’ working experience with proven ability in a customer-facing role to work with customers on project management level
Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements
Experience in working in global / virtual teams
SAP Product knowledge in at least one product area
The position can be also filled as part time position
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical, sensory 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 contact us at Careers.Germany@sap.com . Requests for reasonable accommodation will be considered on a case-by-case basis.