Position Summary

The role of the Senior Support Engineer, SAP MII (Manufacturing Integration and Intelligence) is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple Client Architectures, and implementations for our global clients who use 4.x, ECC and HANA environments.

The role of the Senior Support Engineer, SAP MII (Manufacturing Integration and Intelligence) requires functional experience, integration knowledge, infrastructure and networking expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.

Essential Duties & Responsibilities

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology
• Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
• Provide remote-based functional support & training for your specialist SAP modules Support client customizations, sharing implementation and best practices advice
• Develop application break fixes for critical product defects
• Create scripts to identify, analyze and correct data issues
• Manage one or more key assigned accounts as a technical/functional adviser
• Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
• Collaborate with team members in a virtual team environment to extend field experience to different client situations
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience

Education

• Bachelor Degree in Computer Science or related field or equivalent experience

 Experience

• 10+ years relevant
• Working knowledge of multiple databases (Oracle, MSQSL, MaxDB, DB2, HANA etc.)
• Experience in SAP MII (Manufacturing Integration and Intelligence) setup, configuration and other detailed skills
• Deep working knowledge and understanding of supporting business processes
• Analytical, logical problem resolution skills
• SAP/Open Text certification(s) preferred
• Knowledge of localizations: architecture, implementation and key functionality

Skills

• Superb trouble-shooting skills and tenacity in problem solving
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
• Strong knowledge of key application functionality, tables and relationships
• Deep knowledge of SAP customization/extension methodologies
• Excellent development skills using SAP toolset
• Excellent interpersonal, presentation and communication skills – verbal & written
• Attention to detail and the ability to learn quickly
• Extreme focus on Client satisfaction
• Demonstrated ability to work independently and as part of a team
• Ability to work calmly and professionally in high pressure situations
• The ability to work remotely from a home based office in a virtual environment

Desired Qualifications

• Knowledge of Industry Solutions would be an advantage
• Knowledge of any Country Specific Solutions would be an advantage
• A consulting background, while not mandatory, would be useful
• Experience with localizations and global implementations would be an advantage. Multilingual is preferred; not mandatory (additional languages preferred Chinese/Mandarin