SAP Product Area Lead PL - SLP / RISK 

Japan, Ota 

369259164

Technical Support - Procurement

Operational Responsibilities

• Monitor long running issues for the Product Area with a goal of minimizing long runners and reducing time to solve cases.

• Through better enablement, improved escalation practices and bringing the right knowledge to the right cases. Through better enablement, improved escalation practices and bringing the right knowledge to thee right cases.

• Analyze data to help understand Product and support performance, problems, and root causes.
• Work with Support Readiness Leads (SRLs) and PLs across TS to identify larger issues.
• Maintain expert knowledge in Product Area through support delivery especially with complex cases.
• Work with the Product Heads and SRL to ensure that the Product is being supported well – Customer Effort Score (CES), backlog, headcount, knowledge training gaps, includes facilitating and leading joint initiatives to improve the customer experience.
• Understand, from a customer view, the supportability issues affecting customer success.

• Gather intelligence from customers about problems and issues they encounter using our Products and service.
• Survey customers for supportability input; interaction with user groups and individual customers to gather specific input.

• Attend regular review meetings to discuss technical escalations sent to Engineering focusing on areas of improvement, escalation quality and learning potential.
• Champion the support readiness of Products to provide reactive and proactive support to customers and partners through management and coordination of releases.
• Partner with Engineering and SRL throughout the design lifecycle to improve the supportability characteristics of TS-Procurement Products.
• Create opportunities within the Product for customers to diagnose and recover with minimum business impact and increase SAP’s ability to effectively resolve the problem.
• Actively participate in meetings with Lines of Business (LOBs) to provide an overview of the customer experience.
• Represent Product Area in the development and release process of new versions, which include providing feedback on architecture design and operability of Product features.
• Partner across the organization to ensure Product Area is engaged before Product releases, sales campaigns, or other customer facing actions are taken.
• Single point of contact between engineering and Product Area including overall supportability of the Product and readiness of new releases. This includes development of training plans and assisting in building test scenarios as needed.
• Working with Product teams globally, driving continuous improvement in key Support metrics.
• Facilitate and drive regular meetings with Engineering teams, identify and address trends in escalated incidents that require Engineering participation.

• Look at engineering activities from a support point of view as well as discuss incidents that are likely to be escalated to Development.
• Put proactive steps in place to address Products and tackle knowledge gaps.

• Work with Engineering, SRL, and Product teams to implement the Transfer of Information (TOI) for support around new releases – identify and address risk items, key features, functionality changes, etc.
• Act as technical supportability experts that represent Support by interfacing with Development to provide input to new Product designs.

• Understand industry and SAP best practices.
• Develop design guidelines for supportability.
• Educate and train Development on supportability topics.

• Support Intelligent Swarming by building a network of expertise within their Product Area to facilitate the use of collective intelligence to resolve customer issues efficiently.
• Manage all aspects of planning and enabling the appropriate Product Area teams to be ready to support all existing and new releases.
• Build a collaborative group across the global TS team to resolve issues efficiently and effectively.
• Monitor solution share by analyzing issues sent to Engineering to check the quality of escalations and identify knowledge gaps in TS.
• Work with Engineering on critical escalations for the specific areas and ensure the respective support delivery teams have the right knowledge and technical skills. Organize training, as needed, to bridge any support knowledge gaps.
• Assist Support Team Managers (STMs), as necessary, in the creation of development plans for engineers.

• Extensive professional experience including more than half of experience in support-relevant roles.
• Experience working with global teams to deliver customer outcomes and experiences.
• Product Knowledge: In-depth knowledge of the technical aspects of the Product.
• Experience in providing guidance and coaching to support engineers to enhance their technical skills.
• Experience in analyzing complex technical issues, identifying root causes, and implementing effective solutions.
• Experience in providing guidance and educating customers on technical aspects to prevent recurring issues.
• Experience in working with engineering and Product management.
• Experience in handling customer issues and understanding the impact of the issues on the customer’s business.

• Ability to identify opportunities for process improvements that enhance the quality of technical support services.
• Efficiently communicate technical information to both technical and non-technical audiences.
• Proven ability to build meaningful relationships with Engineering and Product Management.
• Ability to influence without authority.
• Outstanding communication skills, including the ability to speak and write fluently in English.
• Experience in troubleshooting complex functional and technical issues.
• Self-motivated and team oriented.
• Flexibility and ability to cope with stress.
• Agile, with strong change management skills.
• Innovative thinking and experience in continuous improvement methodology.

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