What are the responsibilities and job description for the SCM Senior Technical Support Engineer position at Oracle?
This position is for supporting Fusion Supply Chain Applications (Inventory, Product Development, and Product Information Management) which requires a mix of functional product knowledge and technical software skills to trouble shoot and resolve an issue.
Job Responsibilities:
- Research, resolve and respond to complex issues across the Application product lines and product boundaries in accordance with current standards.
- Demonstrate strong follow-through and consistently keep commitments to customers and partners.
- Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.
- Take ownership and responsibility for priority customer cases where and when required.
- Review urgent and critical incidents for quality.
- Queue reviews with engineers to ensure quality and efficiency of support.
- Report high visibility cases, escalations, customer trends to management.
- Act as information resource to the management team.
- Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible.
- Participate in projects that enhance the quality or efficiency of support.
- Participate in system and release testing, as needed.
- Act as a role model and mentor for other engineers.
- Work with Oracle Development/Support Development for product-related issues.
- Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic, and do whatever it takes to get the job done).
Career Level - IC3
