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Oracle Installation Coordinator in Bucharest, Romania

Installation Coordinator

Preferred Qualifications

JOB SUMMARY

The role of the Installation Coordinator is to own and manage installation service for all EMEA systems products. This includes managing Service Requests, create the installation tasks, monitor the installation queues and coordinate the scheduling the installations directly with the customer and the field engineer.

The Installation Coordinator acts as the coordinating point for the customer point of contact and the local field delivery resource with the planning and tracking of the hardware installation.

  • Takes ownership of Installation Service Requests and creates install tasks for field delivery

  • Responds to customer inquiries related to the installation Service Request, from both external and internal customers

  • Monitors the installation work queues

  • Works with the customer and the Field Delivery resource to confirm delivery of the asset at the intended customer site

  • Has no direct reports

ROLES AND RESPONSIBILITIES

  • Ensures installation Service Requests are handled during active shift

  • Takes ownership and remotely manages the installation delivery of the customer’s hardware installation order

  • Follows the Installation Process for different products sets

  • Uses Service Request quality guidelines when updating and managing Service Requests

  • Creates installation tasks for dispatchers to assign appropriate and available field delivery resources

  • Monitors specific queues for: unassigned, route failures and exception SRs, routing or assigning as necessary

  • Responds quickly to customer requests on assigned Installation Service Requests

  • Communicates effectively with the customer and Oracle staff during the lifecycle of the installation both written and speech

  • Contributes to continuous process improvement initiatives

  • Reacts quickly and effectively to system or process issues by contacting responsible technical contacts or escalating within and across Line of Business.

  • Maintains knowledge of current Oracle business flows

  • Operates in line with Global Systems Customer Service business processes, procedures, metrics and SLAs

  • Manages Installation queues and SRs to provide the highest level of customer service within standard support guidelines

  • Able to use and adapt to a variety of toolsets and processes to carry out role.

EDUCATION AND EXPERIENCE

  • 4 years work experience within customer support experience in a technical environment.

  • Excellent customer service skills.

  • Assertive and proactive experience when dealing with internal/external customers.

  • Experience and local understanding of location geography.

  • Experience of managing complex project work – some project management experience is highly desirable.

  • Project management certification is a plus (Prince2 sau PMP)

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.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

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).

Job: Support

Location: RO-RO,Romania-Bucharest

Job Type: Regular Employee Hire

Organization: Oracle

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