Customer Service and Support

Senior Technical Quality Manager | Functional Expert Monterrey

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General description of SAP Premium Engagements and TQM Purpose


A Technical Quality Manager (TQM) works for customers which have signed a Premium Engagement contract, such as SAP MaxAttention or SAP Active Attention. The aim of this role is to give customers a long term relationship with better access to SAP for topics related to solution operations, project success and adopting innovation in their SAP centric solutions. The TQM manages the selection and delivery services out of the SAP portfolio of proactive and reactive support services at the right point in time. The TQM also acts as a link to all relevant SAP departments and the SAP Partners for all phases of the customer lifecycle.The content of a Premium Engagement is defined in a contract. The exact scope is getting agreed during regular alignment meetings between the customer, Service and Support Lead or Engineering Architect, TQMs and the SAP Account team.The TQM needs to understand and has to work with several areas of a customer organization sucha as Customer IT Department. Customer Business Departments and Customer Purchasing DepartmentThe TQM must have a Basis background with deep understanding in Hybrid solutions and integrations (cloud an on premise), also knowledge in SAP Cloud Platform, IOT, ML, Big data is a must.  


Career Level Summary:


On career Level  the TQM works typically on complex customer software solutions with one or few projects. He or she can work independently in this environment and takes the required steps to involve SAP Backoffice functions when needed. The TQM identifies areas where the DBS engagement can add value to the customer IT and business departments and aligns these with the Service and Support Lead or Engineering Architect and SAP Account team.

Larger service plans and support programs such as Engineering Services are aligned directly with customer senior management successfully and the  TQM is proficient in communication with CIOs (or equivalent) of medium size companies. A TQM might also take over one of the following roles of an engagement: Cloud & Support Lead, Technical Lead




Required to understand Hybrid landscapes (Cloud / On premise / Integration), Understanding and positioning of Intelligent Enterprise, Technical evaluation and documentation of customer situation, Identification of risks and top issues, Execution of the Engagement Plan, Management of service and action plan, Operations and Innovation Control Centers and Engineering Services delivery, Establish SAP Solution Manager as collaboration platform, Documentation and reporting of Engagement status, action and value, Engagement Extension,

This role requires a Senior Basis / Functional background, in different industries.

We’re looking for a high motivated person with strong commitment, able to guide our customer to the Intelligent Enterprise.


Functional Experience


  • Problem Resolution: he/she is able to effectively resolve or drive resolution for problems that require the creation of new and innovative approaches
  • Ability to manage Customer Solutions in top maintenance segment (level 1).
  • Good understanding of the SAP technology and understanding of SAP Business Suite (Application).
  • Is able to stablish communication with different SAP teams to align the support strategy.
  • Very good understanding of DBS tools (e.g. SAP Solution Manager) and is able to present and explain strategy and demonstrate capabilities to customers


Other Experience

  • Communication to Senior management in larger companies
  • Experience as an DBS onsite service team lead, such as Solution Management Assessment, or as project manager for implementation projects


  • Bachelor in Computer Science, Science, Mathematics, Engineering or similar


Position is based in Monterrey.

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:
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.

Requisition ID: 348506  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid

Requisition ID:  348506
Posted Date:  Sep 10, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

San Pedro Garza García, MX, 66265

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