SAP Key User, Service
SAP Key User, Service in the Service Department.
This position reports to the Service Manager, North America.
Summary: The SAP Key User, Service understands, evaluates and improves service back office practices, including scheduling, dispatching, parts management, contract management and invoicing. Through understanding and evaluation, then developing SAP service back office processes, data setup, and structure to help streamline processes and improve the service business. The SAP Key User, Service is a key lead for capturing and integrating requirements for company Product Inspection service operation, and ensuring compatibility with other global operations, particularly the EMEA service operation.
Essential Duties and Responsibilities as Key User :
Service Key User for SAP Roll In.
Gain understanding of current service scheduling, dispatching, parts ordering/management and invoicing processes, as well as MT SAP Template methods to design future service back office processes.
Capture and integrate requirements for the Company Product Inspection service operation, and ensuring compatibility with other global operations, particularly the EMEA service operation.
Perform data validation for responsible areas during key points within the SAP Roll In.
Document requirements specific to our unit, required interfaces to systems, and tools to fill the remaining gaps between our processes and the global template.
Write and then execute test cases to check and validate future SAP processes for responsible areas.
Design visual management tools to optimize productivity based on SAP transactional data.
Train service back office staff on new SAP processes prior to SAP Go Live.
Analyze and identify any legal/statutory requirements that are applicable to our country that the Blue Ocean team did not cover in the template phase.
Communicate project progress with business unit colleagues (BO Team)
Provide support & coach personnel and be the first line of support on an on-going basis to the service back office and support teams.
Essential Duties and Responsibilities ongoing:
Team leader for the service back office personnel
Represent the service back office as a SAP Power User supporting ongoing learning, development, testing and process enhancements for the back office team.
Continuously optimize service back office processes to improve productivity.
Develop, maintain, and train on work instructions utilized by the service business for all product models, production lines, and service management activities.
Provide daily tactical support to service back office and field service organization and other support functions related to the service business through continuous monitoring, interaction, and direct support.
Knowledge, Skills, Attitude:
Proficient in SAP service management processes.
Knowledge of service back office processes including scheduling service, parts management and invoicing
Ability to analyze, update and maintain large amounts of data.
Ability to work within a team environment using consensus building to achieve a desired result, has excellent verbal and written communication skills.
Ability to reach out to and work with other teams as required through self motivation and understanding of End to End process implications.
Ability to create and analyze processes including development & monitoring of performance metrics associated with those processes.
Fluent computer skills in Microsoft Office based programs.
High achievement motivation is critical as indicated by having a strong focus on results, being well organized, holding people accountable, seeking challenges and thriving on accomplishments
Is a dynamic motivator of staff, has a passion to succeed and possesses unique skills as a coach
A person who has excellent interpersonal skills and proven qualities of leadership
Must demonstrate flexible, innovative and adaptive decision-making
Must clearly be a professional capable of functioning with the confidence and credibility at every level of an international business unit, group or corporate organization
Is an excellent communicator; with strong listening skills, good presentation and public speaking skills, is persuasive; has the ability to motivate a diverse staff through infrequent meeting and often by phone & WebEx only
Prerequisites (Education, Experience, etc.):
Bachelor degree and/or 2 to 4 years of relevant experience working in SAP and within a service organization.
Experience leading projects and adapting to new processes and procedures.
Experience in delivering training and supporting end-users