大家好!我是国内一家资深猎头公司的咨询顾问Jeremy mu,手上刚好有一个TOP URGENT 的职位,如果大家有兴趣或者任何建议包括意见,请随时通过下列联系方式联系我,谢谢!
Consultant: Jeremy Mu
Email: [email protected]
MSN: [email protected]
Cell:+86 0138 8173 6669
Name of position: Partner Service Advisor (PSA)
Location: China
Department:
The “Global Partner Services Delivery” team belongs to the new established SME & Partner Services area within Global Service & Support
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
最后祝大家周末愉快,天下所有的母亲节日快乐!
具体联系方式:
Consultant: Jeremy Mu
Email: [email protected]
MSN: [email protected]
Cell:+86 0138 8173 6669
