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Job Description
ROLES AND RESPONSIBILITIES
- Provides on-site Oracle Product support (depending on local working regulations):
- Responsible for providing Onsite Product Support as set-out in Domains action plans. Details see break & fix matrix below.
- Liaise with Manager on Duty (MoD) or Field Manager (business hours) to ensure escalation procedures/communications are followed.
- Following defined policies and procedures (e.g. in desk manual).
- Supporting the organization by understanding and achieving measurable objectives. Follow best practices and Industry Standards.
- Update internal systems as required (e.g. GSI, OTL, task debriefing).
- Adhere to Logistics processes to ensure the accurate reporting of failures and timely return of parts.
- Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.
- Provides a high level of customer satisfaction through the effective delivery of technical support and service programs.
- Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services.
- Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics.
- Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation. Works primarily at customer sites.
- Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures.
Job Requirements
Preferred Qualifications
- A Field Engineer is responsible for providing field system support including hardware break-fix, maintenance and product installation on customer sites, interfacing with Dispatch, Logistics and Domains in accordance with activities set out in the on-site Action Plan.
- Ensures a high level of customer satisfaction and Service Level Agreements (SLA's) met through effective delivery of technical support and service programs by interfacing between customer and the Domains.
- Proactively helps to find problem resolution through use of system level diagnostics and escalation procedures. Understands service processes and is able to identify and solve a wide range of problems.
- Requires a 24-hour commitment to support customer contractual requirements fulfilled by participation in the regional standby rotation program
Detailed Description and Job Requirements
- Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.
- Provides a high level of customer satisfaction through the effective delivery of technical support and service programs.
- Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services.
- Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics.
- Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems.
- Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation.
- Works primarily at customer sites.
- Duties and tasks are standard with some variation.
- Completes own role largely independently within defined policies and procedures.
- 2 years relevant experience and BA/BS degree preferred.
