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Consulting and Professional Services

Senior Engagement Engineer (TQM)

Requisition ID:301424
Work Area: Consulting and Professional Services
Expected Travel: 0 - 60%
Career Status: Professional
Employment Type: Regular Full Time

 

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. 

 

 

The Senior Engagement Engineer works for customers with Premium Engagement contracts, such as SAP MaxAttention or SAP ActiveAttention. The aim of this role is to support a long-term engagement between the customer and SAP.  Engagements will cover topics related to operation and the adoption of digital innovation in SAP centric solutions. Based on a strong organization and network and a sound understanding of the customer situation the Senior Engagement Engineer provides advice and drives the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical situations. In complex environments the Senior Engagement Engineer is working in a team with more experienced colleagues.

 

Customer Understanding and Situation Analysis

- Understand Customer's Business (e.g. business challenges and pain points, industry specifics)

- Understand Customer Organization (e.g. Stakeholder, Implementation Partners, Service Providers)

- Understand SAP at Customer (e.g. current contractual footprint, past escalations, customer feedback provided to SAP)

- Support analyzing current customer situation, maturity of SAP solution operations, and IT service delivery

 

Engagement Setup

- Explain the scope of the engagement with the customer

- Understand engagement and innovation roadmap, focus areas and high-level delivery plan

- Understand goals and Key Performance Indicators for the engagement

- Agree and implement governance model (e.g. Meeting Cadence, Escalation Path)

- Expedite SAP's collaboration platform (SAP Solution Manager) at the customer

- Explain initial action and service plan to the customer

 

Engagement Governance

- Align Service Plans with the account team

- Contribute to Executive Meetings. Provide a Balanced Score Card based overview of the engagement to demonstrate the value delivered.

- Understand Engagement Performance expectations and adhere to Delivery Standards and KPIs

 

Engagement Development

- Highlight premium engagement delivery opportunities to front-office team or to manager

- Support the Premium Engagement contract renewal

 

Customer Relationship Management

- Establish trusted relationship with customer

- Own the communication for own engineering topics between the customer's organization and SAP DBS during the engagement lifecycle 

- Support Capturing customer experience (reference calls, videos, success stories, etc.)

- Align, schedule, trigger, and follow-up on customer feedback (e.g. Medallia Survey)

 

Engagement Management & Planning

- Know the status of the Premium Engagement contract and Premium Engagement guidelines

- Use the support ecosystem to find relevant SAP delivery portfolio and find the best possible way to deliver effectively for maximizing the customer value and increasing SAP delivery efficiency

- Manage a long-term engagement plan based on customer's projects and top issues

- React on short term needs when having to avoid issues 

 

Anticipation and identification of risks and top issues

- Identify & assess potential IT Issues and Risks

- Provide advice on issue resolution

- Involve SAP Backoffice organization, SAP experts, as well as experts from the customer and partners if deeper expertise is required

- Create an action plan for resolution of the customer's issues and top issues.

- Document top issues to provide transparency on status and progress throughout SAP

 

Escalation Management for critical situations 

- Understand importance of all issues raised, and recommendations given in SAP DBS Services

- Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables

- Escalate critical situations with SAP and customer top management when required

- Highlight maintenance at risk situations

 

Engagement Delivery

- Manage execution of the 'Engagement Plan' by aligning, scheduling, scoping, ordering and support of services contained in service plans

- Prepare the customer contacts for upcoming service delivery

- Prepare remote and on-site teams with customer specific information

- Follow up service deliveries to ensure value realization and visibility of value delivered to customer

 

Documentation and reporting of Engagement status, action and value

- Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front-office team

- Enter and update the customer's information and status in the customer's SAP Solution Manager and other SAP internal systems, such as CRM@SAP Support.

 

Must be fluent in French

 

 

 

We are SAP

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.

 

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

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:301424 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 60% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: Virtual - Canada

Senior Engagement Engineer (TQM)

Facility:  301424
Posted Date:  Nov 20, 2021
Work Area:  Consulting and Professional Services
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 60%
Location: 

Montreal, Quebec, CA, H3C 2M1


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