Field Support Specialist 3
- Oracle
- 2 - 7 years
- Pune
- 4 months ago
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Job Description
- Responsible for providing Onsite Product Support as set-out in Domains action plans.
- 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
- Adhere to Logistics processes to ensure the accurate reporting of failures and timely return of parts
- Working independently and in a team environment.
- Perform Field Change Order and Field Action Bulletin .
- Need to be able to travel at short notice - short term,
- Provide (rota) coverage for 24x7 support in a designated geographic area. With phone support from Domains.
- Provide T&M services OOH (Out of Hour).
- Provide logistics support as required within the scope of providing on-site support,
- Provide long or short term site cover for dedicated customer sites
- Acts as a technical support resource during problem escalation. Actively contributes to providing diagnostic information to Technical Support Centre .
- Collaborate with Support/Engineering to ensure continuity and consistent service delivery when starting or finishing a shift, during escalations or time critical installations.
- Provide management updates when engaged in customer escalations summarizing the status, impact and potential solution. Define next steps using the 3 Ws (Who, What and
- When).
- Assists in developing, reviewing, and implementing hardware installation plans for customers
- Membership in golden team with special product knowledge to support high level escalations, complex installations, new product introductions, TOIs (Onsite and Remote) within region and outside
- Need to be able to travel at short notice - short and long term, within region.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Field Service EngineerEmployement Type: Full timeContact Details:
Company: OracleLocation(s): Pune
Keyskills: Hardware installation Service delivery Service level Customer satisfaction Action plan System support Oracle Technical support Product support Logistics
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