Senior Services Engagement Engineer

Requisition ID: 425393
Work Area: Customer Service and Support
Expected Travel: 0 - 60%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3-3
Additional Locations:

 

Original Posting Date: 05/27/25

 

Job Title: Senior Services Engagement Engineer
Location: Newtown Square, PA
Work Model: Hybrid Work Model.

 

Purpose and Objective:  
SAP America, Inc. seeks a Senior Services Engagement Engineer at our Newtown Square, PA location to work for customers covered by a long-term post-sales engagement. 

 

Expectations and Tasks: 
Support a long-term engagement between the customer and SAP. Manage relevant activities to pro-actively support customer success or to resolve critical situations.  Support analysis of customer’s current situation, maturity of SAP solution operations, and IT service delivery Engagement Setup. Explain the scope of the engagement with the customer. Explain the initial action plan to the customer as the starting point for the Engagement Governance. Align action plan with the account team and other internal stakeholders as required. Provide an overview of the engagement contribution to demonstrate the value delivered in executive meetings. Understand engagement performance expectations and adhere to delivery standards and KPIs Engagement Development. Support customer retention and contract renewals. Manage a long-term engagement plan based on customer’s solutions, projects and top issues, and respond to customer’s short-term needs. Create an action plan for root-cause analysis and resolution of the customer‘s issues. Document top issues and manage escalations for critical situations. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the services, the customer is entitled to. Prepare the customer contacts for upcoming service delivery. Follow up service deliveries to ensure value realization and visibility of value delivered to customer. Provide support to the customers at the beginning to ensure a seamless onboarding and instruct customer on SAP's support processes to drive efficient incident resolution. Provide feedback to processes and highlight improvement potential for SAP engagements. 

 

Education and Occupational Experience: 
Bachelor's degree or foreign equivalent in Computer Science, Mathematics, Engineering, or a related field of study and six (6) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Computer Science, Mathematics, Engineering, or a related field and four (4) years of experience in the job offered or related occupation.

 

Qualifications/Skills and Competencies Experience: 
Experience must involve four (4) years in the following:
•    Technical and functional experience in EWM (SAP Business Suite and S/4), EWM-QM and TM implementations or projects; 
•    Performance Optimization and Fit-Gap Analysis of SAP Solution;
•    Lead workshops with business and IT stakeholders to identify business requirements and define system strategies and solution design; 
•    ABAP Object-Oriented programming and debugging skills, ABAP Enhancements, User Exits and BAdIs;
•    Self Service Procurement, Sourcing and External Requirement and Purchase Requisition processing;
•    Functional configuration in MM Purchasing and Inventory Management; and
•    SAP MDG experience in key domains such as Finance, Material, Business Partners, Customer and Supplier.

 

Travel: Position requires up to 60% domestic travel to various and unanticipated client sites. 

 

This position is eligible for the Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.

 

Internal use only: reference code lhrs4262
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