SAP Support Engineer - Complaint Management for on-premise and cloud Job in Walldorf/St. Leon-Rot, Germany

Requisition ID: 190749

Work Area: Customer Service and Support

Location: Walldorf/St. Leon-Rot

Expected Travel: 5%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

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) is recognized for its world-class and leading service and support offerings and its fast-growing business. We strive to further improve our innovative service portfolio and our engagement programs with the goals to enable our customers to operate better and innovate faster.

To drive and develop new and existing offerings, the Cross Support & Service Imitative team of COO area of DBS was established to globally run strategic cross programs with focus on compliance, security and quality. The Global Complaint Management (COM) of DBS is such a program, it evaluates and pre-analyzes the complaints of all customer segments across locations, support and development teams independent from the solution deployment type. It also helps with lessons learned / action items that are identified for SAP in order to ensure organizational learning.

It is an important strategic enabler; externally it helps develop and maintain a customer-oriented company image, internally it creates customer-oriented thinking and acting.

EXPECTATIONS AND TASKS

The Support Engineer is responsible for processing customer complaints relating to support, service and product issues and resumes case ownership and managing all stakeholders, internal and external, through action- and communication planning.

He or she evaluates and pre-analyzes complaints of all customer segments across locations, support, operation and development teams as well as different expert levels. After gathering all information and defining lessons learned, the Support Engineer provides feedback to the customer via a telephone conference or official statement (mail/letter).

Responsibilities and Tasks:

  • Takes on ownership of customer complaint

  • Defines and drives the investigation of the complaint issue through action- and communication plan until defined exit criteria’s are met

  • Involves and manages all complaint-relevant internal and external stakeholders

  • Ensures professional communication and transparency to the customer management

  • Responsible for complaint reporting to SAP internal senior management

  • Establishes the lessons learned / action items for SAP in order to ensure organizational learning

  • Engages the next escalation level if necessary

  • Prepares a final statement for the customer or sets up conference call to present the result of the complaint investigations

  • Triggers the implementation of improvement actions

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

  • Aanalytical thinking

  • Diplomatic sensitivity

  • Teamwork and collaboration

  • Communication Skills

  • Decision making and judgment

  • DBS business acumen (methodology, processes, portfolio, etc.)

  • Systematic, communicative, and creative focus

  • Capability to handle critical customer situations

  • Basic technical writing skills

  • Ability to understand processes and risks of customer‘s core business

  • Knowledge on support backbone applications

  • Incident processing and cloud operation knowledge

Preferred skills

  • Basic technical and functional SAP product and support process knowledge

  • Excellent knowledge of oral and written English and German, additional languages, such as French, an advantage

  • Team worker to collaborate with SAP field, SAP DBD regions and with SAP units involved in support tasks or infrastructure lines of services

  • Create commitment to and enthusiasm for the accomplishment of challenging objectives across diverse topics and teams

WORK EXPERIENCE

This role could be suitable for a person with support, development and operation background and minimum 5 years of working experience preferably in the SAP environment.

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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