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SAP Concur - Supervisor, Service Administration Job

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Date: Dec 6, 2018

City: Eden Prairie, MN, US

Company: SAP

Requisition ID: 201495
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3PM
Recruiter Name: Gene Currie

 

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.

Supervisor, Service Administration

 

The Supervisor of Service Administration will be responsible for the success (retention) and value (satisfaction feedback) of customers who have purchased Standard Service Administration/Service Assistant as well as for the team of employees who support these customers. Customers can terminate this service at any time, so value must be delivered and perceived in order to retain business.  As the Supervisor, you will be responsible for teaching, guiding and supporting a US based team of employees and partnering with Service Administration teams in Manila and Bangalore to ensure consistent practices in delivery and customer satisfaction.  This role is responsible for applying efficient, industry leading best practices in the service and support of the SAP Concur offering, as well as enabling an exceptional client experience through our internal operations. Strong leadership qualities are needed as this role will have responsibility for helping lead change and improvements to current service processes and structure.

Customers who purchase our Service Administration service receive personal assistance (configuration changes in their SAP Concur environment, troubleshooting resolution, recommendations and education on best practices, system update information, etc.) from the Administrators.  As a Supervisor, you may be involved in customer escalations and will need to drive and own communication, action and resolution on the situation.  

Essential Functions:

  • Manage Services Success for SAP Concur’s US SMN Professional Service Administration customer segment, which encompasses over 1600 customers.
  • Build a deep knowledge of the service experience needs for your customers and be an advocate for their needs.
  • Ensure consistent, profitable, streamlined and efficient operations for ongoing service and support for Service Administration customers.
  • Ensure a high level of responsiveness and quality in all service interactions.
  • Effectively collaborate on continuous improvement initiatives resulting in increased productivity, as well as scalable and efficient processes within your team.
  • Deliver against revenue, productivity and efficiency objectives.
  • Manage direct reports, provide coaching and feedback to improve performance and enable team to achieve all established goals.

Qualifications

Knowledge, Skills, & Abilities:

  • Demonstrated ability to manage and execute on multiple, critical projects simultaneously
  • Excellent leadership, organizational and problem solving skills
  • A strong track record of collaborating cross-functionally
  • Strong interpersonal and professional communication skills
  • Ability to understand and articulate technical concepts and derive solutions
  • Proven ability to lead a team to achieve operational goals

Education, Training & Experience:

  • Bachelor’s Degree in related field or other relevant combination of training and experience required
  • At least 3 years of Services, Consulting and/or Support management preferred
  • A background in supporting small and/or mid-size businesses preferred

 

Job Specific Specialized Knowledge & Skills:

  • Previous experience supervising employees.
  • Customer service experience, specifically direct communication with upset/escalated customers
  • Experience with software as a service preferred.
  • Experience developing procedures, and supporting curriculum development and training efforts.
  • Effective verbal and written communication skills. 
  • Demonstrated ability to prioritize and manage workflow to meet deadlines. 
  • Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests. 
  • Excellent organizational and planning skills.
  • Communication Planning
  • Learning Services (Knowledge Transfer) planning 

 

Critical Performance Competencies:

  • Personal Professional Effectiveness
  • Communication and Influence
  • Planning and Organizing
  • Partnering
  • Process Management / Quality
  • Decisiveness / Judgment
  • Business Acumen/Strategic Business Perspective
  • Integrity/Savvy
  • Innovation

 

Value Competencies:

  • Displays passion for & responsibility to the customer
  • Hires, develops & rewards great people
  • Displays leadership through innovation in everything you do
  • Displays a passion for what you do and a drive to improve
  • Displays a relentless commitment to win
  • Displays personal & corporate integrity

 

EEO:

  • Equal Opportunity Employer, M/F/D/V.


Major Job activities – physical requirements:

  • Use of computer and keyboard for extended periods of time on most or all workdays
  • Use of telephone – throughout the workday as needed to conduct business 
  • Working under time pressure 
  • Working rapidly for long periods 
  • Communicating and interacting with others


Major Job activities – mental requirements:

  • Multiple concurrent tasks
  • Ability to perform under stress
  • Reading and comprehension
  • Writing
  • Problem solving
  • Confidentiality
  • Customer contact


Working environment (where major activities are carried out):

  • Indoors in an office or control room 
  • Occasional air travel may be required

 

Working hours:

  • 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
  • Flexibility as to the specific working hours may be required or available

 

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 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

 

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.

 

Additional Locations: Bellevue WA, Eden Prairie MN, Allen TX, Vienna, VA

 

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.

 

Company Description

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

 

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 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

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.

Additional Locations :


Nearest Major Market: Minneapolis

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