Responsibilities include but are not limited to Providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each issue reported by customer. Job Responsibilities The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. Education & Experience BE, BTech, MCA or equivalent preferred. Other qualifications with adequate experience may be considered. 5 years relevant working experience Functional/Technical Knowledge & Skills Must have a good understanding of the following Oracle eBiz Supply Chain Management 12.1.3 capabilities/ Fusion We are looking for a techno-functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge. We expect the candidate to have Strong Supply Chain business processes knowledge and concepts. Implementation/Support experience on EBS SCM Modules like Inventory, Purchasing, Sourcing, IProcurement, ISourcing, Order Management, Warehouse management and Cost Management Candidate must have hands-on experience minimum in any of the following 5 modules EBS SCM Modules like Inventory, Purchasing, Sourcing, IProcurement, ISourcing, Order Management, Warehouse management and Cost Management. Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios using Oracle EBS SCM. Technically Strong with Expert Skills in SQL, PLSQL, Java, OAF, Reports Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios using Oracle SCM. Personal Attributes Self-driven and result-oriented Strong problem solving/analytical skills Strong customer support and relation skills Effective communication (verbal and written) Focus on relationships (internal and external) Strong willingness to learn new things and share them with others Influencing/negotiating Team player Customer focused Confident and decisive Values Expertise (maintaining professional expertise in own discipline) Enthusiasm Flexibility Organizational skills Values and enjoys coaching/knowledge transferability Values and enjoys teaching technical courses Note Shift working is mandatory. Candidate should be open to work in evening and night shifts on a rotation basis. Detailed Description and Job Requirements As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle 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. As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle) As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
