Support Associate – Remote Service Delivery
Job Description
About the Role
Title: Support Associate – Remote Service Delivery (English&Japanese)
Work Area
Consulting and Professional Services
Career Status
Graduate
Employment Type
Regular Full Time
Expected Travel
0 – 10%
Location
Dalian China, CN, 116023
Department: Consulting and Professional Services
Job Description:
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.
POSITION SUMMARY
SAP, the Cloud Company powered by HANA, is the market leader in enterprise application software. Through its digital core SAP empowers people and organizations to work together more efficiently and use business insight more effectively.
SAP Customer Services & Delivery â Premium Hub – CoE is recognized for its world-class customer care, its leading service and support offerings and its fast-growing business. We strive to further improve our innovative service portfolio and our customer engagement programs, as well as increasing our delivery efficiency regardless of the deployment mode. Our target is to increase business outcome for customers, make them more efficient and accelerate time to value. This includes all SAP solutions across all deployment scenarios (on premise, cloud, hybrid).
This position is within the Global Remote Service Delivery (RSD) organization, which provides SAP Enterprise Support / SAP Enterprise Support Cloud Editions and Premium Engagement customers with the relevant methodology and content to drive their innovation agenda based on industry business models requirements; thus providing value realization, resulting in increased customer satisfaction and renewals. The role of the Service Engineer is to ensure excellence in regional customer delivery via the tasks and responsibilities outlined below.
EXPECTATIONS AND TASKS
Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas/solutions
Deliver remote Continuous Quality Check (CQC) services or Expert Guided Implementation services as technical/functional expert for broad area of topics
Perform service dispatching for the team in Malaysia and/or China by:
Processing all incoming service requests and liaising with customers on service expectation and preparation
Assigning services to team members according to their skills, and managing resource effectively
Collaborate with teams in other regions and/or functions across the globe
Actively provide customer feedback to development based on delivery
Support our customers in their transformation to S/4HANA (on premise or cloud) and/or to the Cloud
Be engaged on the latest technologies and SAP products
Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Degree in Computer Science, Information Systems, Physics, Maths, Engineering or similar
Knowledge on SAP technology (ABAP, JAVA, HANA)
Functional and Technology Experience in one of the SAP Cloud solutions such as SuccessFactors, Ariba, CX, IBP (Digital Supply Chain), SAP Analytics Cloud, SAP Integration Suite.
Programming or Database skills, preferably SAP HANA</li>
Proficient Japanese language skills in written, verbal and presentation
Proficient English language skills in written, verbal and presentation
Technical inquisitive nature with strong analytical and problem-solving skills
WORK EXPERIENCE
At least 1 year experience with SAP products and technology required
At least 1 year experience with SAP HANA or SAP Cloud Applications and related areas
Strong customer-facing experience and business acumen
Proved knowledge about SAP Services & Support Portfolio
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 â regardless of background â 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.
Work Area: Consulting and Professional Services | Expected Travel: 0 – 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
