Adv Customer Service Support Snr Manager

Description

As a member of the Support organization your focus is to deliver post-sales support and solutions to the Oracle cloud and on-prem customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means as well as technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Responsible for leading a team of Field Engineer and Datacenter Technicians assigned for delivery of on-site installations proactive and account management services in a defined territory. Focuses to meet the on-site service levels 24x7 to improve and drive customer satisfaction . The role involves significant communication at all levels internally and externally. A primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues.

Responsibilities

Translates Oracle Cloud Hardware Support goals into performance objectives for each team member and measures individual performance against plan.

Develops employees through regular 1 : 1s performance reviews development and training needs.

Masters all service delivery related processes and advises team members on the effective and efficient way to use Oracle Cloud Hardware support services and products tools interfaces and procedures.

Responsible for KPI and metrics improvement.

SubCo management and ensure delivery for SubCo engagement.

Contract Negotiations for SubCo engagement.

Primary point of contact for customers and Oracle LOBs for any customer situation and escalated issue.

Requires a 7x24-hours commitment to participate in the regional standby rotation program and shift.

Qualifications

Career Level - M3

Required Experience :

Manager

Key Skills

MAC,Active Directory,Service Support,End user,Access Points,trouble tickets,OS,Linux,Project Management,Service Management,Service Quality,Setup,Service Desk,hardware,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1