Customer Service and Support

Support Engineer

Requisition ID: 344031
Work Area: Customer Service and Support
Expected Travel: 0 - 40%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Hiring Manager: Rohit Dwivedi 
Recruiter Name: Thea Carino
Additional Locations:

Original Posting Date: May 25, 2022


Location: Newtown Square, PA 


Purpose and Objective:  
SAP America, Inc. seeks a Support Engineer at our Newtown Square, PA location to perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas. 


Expectations and Tasks:
Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required. Test internal systems to prevent future issues on customers systems. Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects. Provide Feedback to Development and/or Documentation to improve our products. Develop product specialization in at least one product area. Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. Understand and support new business models and operational challenges for Customers. Responsible for providing the necessary methodologies and content to drive the innovation agenda with continual redefining of requirements and industry business models. Proactively engage with our Premium Engagements and Enterprise Support customers using a holistic approach to analyze, understand, and define action plans for our key customers satisfaction. Support our customers in increasing the value they receive from their SAP Solution with reduced Total Cost of Ownership (TCO), as well as resolve production down situations and escalations. Build supportability features while standardizing and automating the delivery of content and inventing new delivery models. Engage in critical customer situations such as CIM escalation, account escalation. Be involved in AIS / Development / Product Management activities driven by business requirements (e.g. Testing). Perform knowledge transfer to internal staff and external customers & partners. 40% travel required.


Education and Qualifications/Skills and Competencies: 
Bachelor's degree in Computer Science, Engineering, Mathematics, Information Systems, or 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 3 years in the following: SAP Supply Chain Management (SCM) solutions; SAP Production Planning ; SAP ECC & S4HANA, Netweaver; SAP Quality Management; ABAP Programming and Performance analysis; Critical customer management and root cause analysis of complex technical issues in SAP solutions; End-to-end solution assessments for identifying the design matches SAP best practices; Integration validation to ensure solutions meet SAP standards of data consistency and performance; Microservice and Cloud Platform; and SAP UI5, Javascript, JAVA/J2EE, Webservice Programming Language. 40% travel required.


Travel:  40% travel required.


Internal use only: reference code lhrs4262


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.
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Additional Locations :

Requisition ID:  344031
Posted Date:  Jun 23, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 40%

Newtown Square, PA, US, 19073

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