Name of position:
Partner Service Advisor (PSA)
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Payment Information:
tbd

H  C:  5

Department:
The “Global Partner Services Delivery” team belongs to the new established SME & Partner Services area within Global Service & Support

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Objectives:
The “Global Partner Services Delivery” team is responsible for delivery of support and enablement services to Small & Medium Enterprise and Partners, VARs and ISVs for mySAP All-In-One and SAP Business (plus other products).

Therefore the main objective is to build a partner service delivery model to support the high volume business:
·       Align SAP service delivery for SME partners with a scalable approach

1       Enable partner ecosystem and accelerate 3rd party adoption
2       Support the roll-out of PartnerEdge and increase channel capacity and productivity
3       Increase partner satisfaction and productivity
4       Establish operational & quality excellence
5       Improve and sustain quality and SAP brand image

Tasks of the Partner Service Advisor (PSA):
·       The primary purpose is to provide best in class technical and architectural enablement services to partners
1       A PSA spends about 70% of his time on the preparation and delivery of pro-active service sessions including:
·       Remote voice support to facilitate all technical enablement activities of the partner

1       New product information
2       Ramp-up and quality assurance

·       The PSA will be assigned to partners and act as central point of contact in all support issues
1       Identifies partner-specific service needs and inform pro-actively
2       Provides monthly reports about service delivery and recommendations
3       The PSA consults on appropriate remote services to support the development, implementation and operations of a SAP-based solution

4       Coordinates and facilitates the actual service delivery with the other SAP entities, such as globalization, managed services and others

5       Resolves technical support inquiries with focus on general ‘how-to’ questions. They may relate to
·       Partner program specifics

1       Development tools & skills
2       SAP Service Infrastructure & Portfolio
3       SAP Solution Architecture & Strategy
4       Certification Programs (people & software)

·       Existing product support thru established channels continues to be provided as is, a PSA uses these established processes only for information purposes

1       Enables our partners to develop deeper knowledge about advantages of SAP′s products and technologies. The PSA orchestrates the knowledge transfer between SAP and Partners, which comprises mainly

·       Access to defined set of basic e-learning (defined by partner type)

1       Permanent pro-active updates about SAP products and features; pre-information about product strategy and announcements

2       Access to SAP community to share experience and technical information

·       Ensures ramp up and readiness of partners
1       Helps to drive quality improvements for partners in customer projects and installed base
2       Identifies opportunities to enhance partner productivity. Creates transparency about partner projects and keeps PRM/CRM information up to date

3       Understands the level of customer satisfaction with SAP products and services and drives continuous improvement in the engagement between partners and customers

4       Strong alignment with SAP channel management and support in technical and/or architectural questions
5       Provides feedback to service solution management, solution development (PTG) and field sales.
6       Reports to: Partner Service Delivery Location Manager

Requirements:

General skills

• Proven knowledge and experience in the IT segment, particularly in service and support operations. Experience in service delivery is beneficial
• Volume business acumen: Demonstrates in-depth knowledge and understanding of volume business processes
• Exposure to characteristics in interacting  with Small & Medium Enterprises and Partners 
• Strong coordination and alignment capabilities in regard to content research, collection and creation
• Customer focus and service oriented attitude
• Pre-(sales) experience
• Work experience in global (as well as virtual) teams and reporting experience

Technical

• Knowledge and technical experience at least in one SAP solution (SAP Business One, mySAP All-In-One, SAP NetWeaver)
• Experience with competitive product is beneficial
• Basic experience with programming languages like C++, VC++ (Win32, MFC), Java, Visual Basic, SQL, ABAP, XML
• Exposure to SOA (Service Oriented Architecture) or SAP's ESA (Enterprise Service Architecture

Communication

• Excellent verbal and written communication skills - preferred language English, German, Spanish, and French as min. two of them. Additional European languages will be an asset.
• Listening, Understanding, and Responding: the ideal candidate practices attentive and active listening, has patience to hear people out and can accurately restate and respond to issues and concerns

Education

• Universtiy Degree (combination of business and technical education): Science or Business administration
• Minimum 3 years of professional experience
• Quality management (SixSigma, ISO, TQM, ITIL) and Project management basics

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Location:

• Galway (Ireland), Gurgaon (India), Chengdu (China). Note: does not go onsite to partners or customers.
• Contact center based. Remote support delivery. Note: does not go onsite to partners or customers.