Develop and manage the Oracle Support relationship with customers throughout assigned engagements and maximize the customers’ satisfaction and use of Support Services. Provide complex on-site break-fix support and conduct complex installations. Define and implement proactive plans. Provide long or short-term site coverage for dedicated customer sites.
Responsibilities:
Represent the customer as a single point of contact within Oracle. Develop and maintain relationships with management across lines of business and third parties.
Advise the account on the effective and efficient way to use Oracle support services tools, systems, interfaces, and procedures.
Actively drive remote services adoption and identify new sales opportunities for customers.
Assure and improve the quality of the service.
Define and implement proactive plans.
Be a mentor for field technicians.
Be able to solve complex problems for products and create action plans for others to drive further analysis.
Works primarily at customer sites.
Is using provided tools to do proper and timely internal reporting.
Needs to be able to travel at short notice – short and long term, within the region, potentially globally.
Requires a 7×24-hours commitment to participate in the regional standby rotation program and shift.
Requirements:
Work involves account management, problem-solving, and mentoring for field technicians.
An understanding and applying company policies and procedures are needed.
Typically school graduate or equivalent with a 3+ year experience in a technical role with HW background, and networking experience
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