Field Support Specialist 3

1 week ago

Melbourne, Victoria, Australia Oracle Full time
Field Support Specialist RJ

Applicants are required to read, write, and speak the following languages: English

Preferred Qualifications
Oracle Field Engineer Job Description.


As a member of the Oracle Support Services team, a Field Services Engineer (FSE) assumes full responsibility for the installation, service, and repair of Oracle and other approved equipment.


Specific duties will include analysis, diagnosis, and remediation of hardware and relevant software issues, and complete installation/de-installation of the applicable products.

Participation in customer review meetings and liaison with other lines of business is also required.

They play a strategic role in maintaining and improving customer satisfaction and are the eyes and ears to understand the sales implications of the activity in the data center.

This person will be expected to work to, and deliver against, defined goals and objectives. They are required to be available for 7x24 on-call rotation duty and/or prearranged overtime schedules.

The field service engineer will operate in New South Wales, Australia (ANZO)

They will:

  • Execute break fix for the existing customer base
  • Installation of new assets
  • Preventative maintenance of existing assets
  • Field change orders for existing assets
  • Customerpaid engagements via ACS, e.g., 1Engineer (simple and complex), customer relocations, CRU, system admin functions (for remote system admin teams, e.g., OMCS)
Able to make decisions within authorized limits prescribed by supervisor and/or policy. Exercises independent judgment in selecting and interpreting information, handling deviations from standard methods, and resolving difficulties.

Technical Knowledge

  • Excellent analytical and troubleshooting skills.
  • Architecture knowledge of Oracle's systems and storage hardware or other similar equipment.
  • Solaris systems management.
  • Experience with Linux operating systems
  • Ability to work to escalation plans and escalation management tools.
  • Describe technical problems and understand documentation as required for analysis.

Essential Skills

  • Excellent customerfacing skills.
  • Account Management skills.
  • Organisational and Time Management Skills.
  • Confrontation and Negotiation skills.
  • Stress Management Skills.
  • Oracle Product Knowledge, in order to satisfy customer and internal requirements.
  • Meeting planning skills, externally with customers, and internally within Oracle.


A field service engineer spends more than 80% of their time in the field servicing customers, partners, and other Oracle divisions.

The field service engineer liaises directly with customer ICs providing them with critical failure services in times of crisis.

Detailed Description and Job Requirements
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.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 5 years relevant work experience. BS/BA preferred.

Job:
Support

Travel:
Yes, 25 % of the Time

Location:
AU-AU,Australia-Melbourne

Job Type:
Regular Employee Hire

Organization:
Oracle

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