Solution Support Engineer-Japanese/English

7 months ago

Dalian, China SAP Full time

What you’ll do


Customer Centricity
• Provide end users and customers with a technology driven, industry-leading support experience.
• Create knowledge documents, tools and processes to support our customers, and to help colleagues prevent future issues (WIKI content, Knowledge Base Articles, Guided Answers, …).
Collaboration and Network
• Maintain strong working relationships with cross-functional teams within SAP.
• Utilize and improve state of the art collaboration channels like swarming, communities etc. Continuous Learning
• Stay curious and open to new experiences, while learning through daily tasks and targeted trainings.
• Be actively on the forefront of industry technical and functional knowledge.
Drive SAP Support Strategy
• Actively support SAPs Support transformation strategy. Deliver Core Customer Support
• Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
• Escalate sensitive customer issues to component owner, creating an action plan and communicating it back to the customer / beneficiary. 
• Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.
• Develop product specialization in at least one product area.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.
Proactive Support and Innovation Activities 
• Test internal systems to prevent future issues on customer's systems.
• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.

What you bring
Technical Skills:
• Basic to professional skills with one programming language such as ABAP, JAVA, . NET
• Technical skills (debugging, tracing, verifying complex customizing).
• Basic to professional skills with SQL
Language
• Japanese: Fluent
• English: Fluent
• Chinese: Native
• Additional Asian language is an advantage.
Education
Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.

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Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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