Senior Support Engineer

SAP - Newtown Square, PA4.3

Requisition ID: 197699
Work Area: Customer Service and Support
Expected Travel: 0 - 40%
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date:10/8/2018


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Location: Newtown Square, PA (and various client sites nationwide)

Purpose and Objective: SAP America, Inc. seeks a Senior Support Engineer for our office location in Newtown Square, PA, and various client sites nationwide to manage escalated customer situations remotely and onsite.

Expectations and Tasks:. These situations include production down, GoLive endangered, and missing functionality where the customer will incur significant negative financial or organizational impact. Responsible for both political and technical management of issues to resolution. Directly engage with customers to meet the requirements of SAP's escalated customers. Engage quickly and travel on short notice to work onsite with the customer to manage critical situations. Understand the customer's solution and the complex technical issues related to a critical customer situation. Create and implement the de-escalation strategy to return the customer's business or project to a normal mode of operation. Oversee resources and costs associated with a customer escalation. Serve as the SAP representative for an escalated customer and ultimately communicate status and reports to the SAP Board/SAP executive leadership as well as all relevant parties. Responsible for Customer Executive level contact and communication surrounding alignment and sign off on de-escalation strategy, as well as update communication paths.

Education and Qualifications/Skills and Competencies: Bachelor's degree in Computer Science, Engineering, Mathematics, Physics, Information Systems or a related field of study and 5 years of experience required. The company will also accept a Master's degree and 3 years of experience.

Work Experience: Experience must involve three years of experience in: ABAP programming; debugging and troubleshooting of complex situations involving large technical landscapes; root cause and impact analysis of issues, Project Management; Risk and Crisis Management: managing customer expectations for technical problems and political situations; SAP modules and business processes for CRM Marketing and Sales; and SAP modules and business processes for Retail: Trade Promotions; SAP technologies - Web Client UI, OneOrder Framework, Marketing Framework; designing dashboards with SAP Business Objects tools: Dashboards, WebI and Lumira.

Travel: 40% travel required to various client sites nationwide.

Internal use only: reference code lhrs4262

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EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

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