SAP Support Associate Engineer Funtional/Application Job in Mexico City, Mexico
Requisition ID: 189158
Work Area: Customer Service and Support
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
PURPOSE AND OBJECTIVES
SAP Digital Business Services (DBS) offers comprehensive services for every aspect of customers' software implementation, operations and upgrades, including continuous improvement, quality management, problem resolution, and knowledge transfer. Support employees explain the key methodology of Solution Support and how SAP engages in a holistic way, by understanding the end to end customer solution landscape, core business processes system landscape and process automation.
As Global CoE organization it is our task and responsibility to understand and proceed on the new business models and operational challenges of our customers.
• Active Embedded,
• Enterprise Support
Under the umbrella of MaxAttention Next Generation we provide the necessary methodology and content to drive the innovation agenda with continual redefining of requirements and industry business models.
Besides delivering innovations we engage pro-actively with our Premium Engagement and Enterprise Support customers using a holistic approach to analyze, understand and define action plans for customer’s situation. We support our customers in increasing the value they get out of their SAP Solution with reduced Total Cost of Ownership (TCO).
Beside these, we resolve production down situations and escalations. By doing so we ensure customer satisfaction and success, secure maintenance revenue and protect the SAP brand.
To deliver all that in an efficient way industrialization is a must. We build supportability features, standardize and automate delivery of content and invent new delivery models.
Foundation is our extraordinary technical and application knowledge. We bring together engineering talents into a single, global delivery organization, the Global CoE - dedicated to the values and aspirations which unite us in order to deliver the desired outcome, whatever it takes. Our guiding principle, “Customer comes always first,” underpins everything that we do on a daily basis, ensuring that we operate to the highest possible engineering standards.
In this role you will be working in the Center of Expertise (CoE) in the Application/Functional Team for Latin America.
We seek a Support Associate Engineer to deliver on-site and remote services related to SAP solutions for MaxAttention, Active Embedded and Mission Critical Support (Escalations & Task forces, MCS Back office) including optimization, assessment, technical integration/ validation, and empowering trainings and workshops. In order to achieve our ambitious targets and to continue our fast growth, we are looking for a Support Associate Engineer to perform a key role in the support of technical design, customization, implementation, integration, testing, and upgrading of SAP mobile applications and infrastructure.
The Support Associate Engineer will also be responsible for delivering Services related to SAP Project Implementations to our customers, supporting them to plan, design, implement and document business processes. The Support Engineer is also responsible for maintaining a high degree of customer satisfaction in each of our customers in addition to growing and developing enthusiastic reference customers.
EXPECTATIONS AND TASKS
Service Delivery Role:
Performs and leads overall analysis of situation at key accounts
Identifies top issues in key account engagements
Leads analysis of system landscape and technical issues
Leads analysis of core business processes for all applications
Leads analysis of system and application operation
Delivery functional or technical tasks in MaxAttention projects
Co-operates with the Focus Technical Quality Manager (TQM) to answer functional or technical questions and executes concrete tasks
Delivery Onsite & Remote services for MaxAttention, Active Embedded and Mission Critical Support (escalations & task forces, MCS Backoffice) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops and Engineering Services
Learns to deliver onsite services as functional expert for broad area of topics
Delivers Expert Guided Implementation
Actively provides customer feedback to development based on delivery
Ensures that services and documentation are available and up-to-date for the respective area of expertise
Takes over development tasks in projects or service development
Delivers root cause analysis, provides solutions, and delivers services for specific fields / areas
Participates in weekend support activities
Reports errors to development organizations
COMPETENCIES AND SKILLS
Application knowledge regarding at least one of the following areas: ECC MM, EWM, S/4HANA Logistics
Excellent Issue analysis / solving skill with a flair for the very detail
Basic technical skill capability - debugging, basic ABAP knowledge etc…
SAP implementation consulting skills
Customer Management skills
SAP Solution Manager skills
Experience in one or more programming languages (e.g. ABAP, Java, C )
Design/programming capability (Optional)
Work under pressure, critical situation and extremely tight deadlines
High customer orientation / focus
Onsite and remote service delivery capability
Strong customer orientation and conflict resolution skills.
Excellent presentation and communication skills, enabling you to explain complex issues in a clear and comprehensible way.
Excellent written and spoken English and Spanish including business level. Knowledge of Portuguese is an advantage.
Willingness to travel, both within Mexico and Latin America.
Excellent analytical skills.
Functional and Technology Experience
General application and technology knowledge focused in logistics area like MM, EWM, S/4HANA Logistics.
Expert knowledge in development or product configuration or technology components
Integrates seamless in project teams and takes an active expert role
Executes different type of delivery activities and takes over back office functions
Fulfills expert role in external or internal project teams
Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the Mission Control Center.
Bachelors in Mathematics, Physics, Computer Science, Industrial Engineering or similar
Mexico City, Mexico. Travel through Latin America.
Customer Service and Support
30% - 60%
Regular Full Time
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .
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 and/or mental disabilities. If you 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 ).
Successful candidates might be required to undergo a background verification with an external vendor.
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