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Customer Service and Support

Solution Support Engineer-Japanese/English

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

 

 

Solution Support Engineering

Solution Support Engineers are providing complex technology or functional product and end-2-end solution support to customers. They perform root cause analysis and provide solutions in complex environments for specific fields/areas. They are key contributors to, and owners of, the knowledge management process which provides relevant content to customers through self-service offerings that are designed to increase user adoption and satisfaction, while reducing 1:1 support incidents.

 

Core tasks include: 

  • Deliver Core Customer Support 
  • Knowledge Transfer
  • Proactive Support and Incident Prevention Activities

 

Key Responsibilities & Tasks
 

Customer Centricity

  • Provide end users and customers with a technology driven, industry-leading support experience.
  • Create knowledge documents, tools and processes to support our customers, and to help colleagues prevent future issues (WIKI content, Knowledge Base Articles, Guided Answers, …).

 

Collaboration and Network

  • Maintain strong working relationships with cross-functional teams within SAP.
  • Utilize and improve state of the art collaboration channels like swarming, communities etc. Continuous Learning
  • Stay curious and open to new experiences, while learning through daily tasks and targeted trainings.
  • Be actively on the forefront of industry technical and functional knowledge.

 

Drive SAP Support Strategy

  • Actively support SAPs Support transformation strategy. Deliver Core Customer Support
  • Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
  • Escalate sensitive customer issues to component owner, creating an action plan and communicating it back to the customer / beneficiary. 
  • Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.
  • Develop product specialization in at least one product area.
  • Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.

 

Proactive Support and Innovation Activities 

  • Test internal systems to prevent future issues on customer's systems.
  • Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.

 

  

Experience & Educational Requirements
 

Technical Skills:

 

  • Basic to professional skills with one programming language such as ABAP, JAVA, . NET
  • Technical skills (debugging, tracing, verifying complex customizing).
  • Basic to professional skills with SQL

 

Language

  • Japanese: Fluent
  • English: Fluent
  • Chinese: Native
  • Additional Asian language is an advantage.

 

Education

  • Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – 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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical 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 send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 391105  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.
 
Requisition ID:  391105
Posted Date:  Apr 25, 2024
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Dalian China, CN, 116023

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