Job Responsibilities:
- Deliver support for SAP Customer Service, Plant Service, and Service Management area business users.
- Strong SAP technical, configuration, and business area knowledge in CS/PM/SM module. Be able to configure the module assigned at a project level. Resolve business issues by working with various groups within and outside of the company (i.e., system users, company management, consultants, SAP).
- Conduct root cause analysis where needed and be involved in recommending resolution of root causes.
- Co-ordinate with any 3rd party vendor where necessary on day-to-day support activity.
- Support initiatives to increase users’ awareness and use of online training materials.
- Develop and maintain documentation of key technical processes and project work as appropriate. Deliver and manage in a timely manner, small enhancement projects to meet business requirements.
- Deliver project transitions into support, ensuring that all areas of transition are covered.
- Support defect resolution during project and warranty period of projects; ensure early escalation of issues when identified.
Required Skills:
- Minimum 10 years of SAP Implementation or application support experience. Should have design, configuration, and functional experience in the Customer Service, Plant Maintenance, and Service Management (CS/PM/SM) module. May work with cross-functional linked teams to address business or systems issues.
- Extensive knowledge of repairs processing, goods receipt, storage location and tracking, integration with SAP Sales Order processing and Finance aspects to track costs of repair, details of repair, and final invoice to customer.
- Extensive knowledge of replacement processing including scrap and refurbishment processing.
- Equipment master setup, tracking and integration with warranty tracking and coordination with SD and FI modules for reporting of warranty recognition.
- Extensive knowledge of service work orders. Knowledge of service labor posting and integration with timekeeping system, external service purchase process in addition to integration throughout repairs process.
- Knowledge of material master and integration throughout repairs processing.
- Capable of maintaining business relationships.
- Highly effective communication/presentation skills. Strong analytical and problem-solving skills desired.
- Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
- Proven ability to be flexible and work hard, both independently and in a team environment.
- Willingness to work occasionally outside of normal business hours and travel globally on occasion.
- Excellent English oral and written communication skills; additional language skills ideal.
- College degree in computer science or related field or a combination of related experience and education. Masters preferred.
Key Skills:
SAP Service Management, SAP Customer Service Management
Qualifications:
SAP Service Management, SAP Customer Service Management
#J-18808-Ljbffr
