Loading...
 
Share this Job
Customer Service and Support

Technical Quality Manager (f/m/d) - Support Engineer

 

 

Requisition ID: 286491
Work Area: Customer Service and Support
Expected Travel: 0 - 50%
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.

 

PURPOSE AND OBJECTIVES

SAP Digital Business Services is recognized for its world-class service and support offerings. We continuously strive to further improve our service portfolio and engagement programs with the goals of optimizing our customer's solutions and safeguarding their operations.

SAP Support premium engagements (SAP MaxAttention, SAP Active Embedded) are tailored solutions for the innovation, implementation, operation, and upgrade of SAP solutions. This program is the leading edge of the SAP support offerings for midsize and large customers. It is unique in the IT-market.

For the execution of our premium engagements we are looking for Technical Quality Managers (TQM) working onsite at our customer's premises. As a TQM you will act as SAP's Support front office lead within the customer's IT-organization. You will architect the service plans to the customer's needs and head the service delivery. You will be involved in the customer's SAP projects as a supervisor from SAP's point of view, thus proactively safeguarding implementations, operations, and upgrades. It will be your responsibility to create and maintain a trustful and cooperative relationship between the customer and SAP Support on project level.

Within our team, we practice a trust-based working model. If you need to work flexibly from another location or at another time you can do so given your manager’s agreement.

 

EXPECTATIONS AND TASKS

  • Understand the customer's solution landscape, business processes and initiatives
  • Provide transparency about your customers status overall and maintain the project status information for the customer where you are working on
  • Identify areas of risk or for improvement overall
  • Create detailed engagement and service plans and drive their execution
  • Being able to communicate with the development and Mission Control Center
  • Prequalification of issues & problems and raise issues
  • Support customer after going live
  • Defines content and schedule of quality gates in cooperation with the project manager
  • Responsible for quality assurance in the quality gates
  • Ensures overall completeness of migration approach, (all work areas are reflected in the project plan)
  • Coordinate involvement of SAP Support resources onsite and in the back office
  • Identify top issues, define according action plan and drive the resolution process
  • Acquire the role of a trusted SAP advisor inside the customer organization
  • Report to management and executive level
  • Be always aligned and updated with the SAP Strategy.
  • Be always curious and updated with new SAP solutions.

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Bachelor’s in computer science, Science, Mathematics, Engineering or similar
  • Good customer management skills
  • Proven ability to work with customers on project level
  • Preferred: SAP business process & technology skills
  • Preferred: Project management experience
  • Mandatory: fluent in German and English language

#SAPServicesCareers 

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

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 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).

Successful candidates might be required to undergo a background verification with an external vendor.

Additional Locations

Technical Quality Manager (f/m/d) - Support Engineer

Facility:  286491
Posted Date:  Nov 13, 2021
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 50%
Location: 

Wien, AT, 1021


Job Segment: Information Technology, IT Manager, Quality Engineer, Technical Support, Technology, Engineering, Quality