• Execute upon the territory coverage strategy for System Support Provider (SP), Field Delivery Support Provider (FDSP) and FDSP acting as Subcontractor Partners in indirect delivery countries (collectively ‘Service Delivery Partners’) in line with Oracle System Support policies, strategy and budget:
  • Understand the complexities of the regional and country Service Delivery Partner landscape, including potential channel conflicts;
  • Provide Systems Support Management with a detailed analysis (including risks) of the landscape and data based recommendations for driving service delivery through local Partners.
  • Ensure services readiness in indirect delivery countries for warranty, iOEM and Cloud at Customer through the implementation of subcontracting agreements with FDSP in order to act as Subcontractor.
• Manage Service Delivery Partner’s performance, skills competency and adherence to contractual obligations:
  • Regular business reviews with key Partner and Oracle staff. For OPN Partners, these reviews should preferably be performed in collaboration and alignment with the CSS/Renewal Sales Partner Manager.
  • Manage compliance to SP/FDSP Addendum delivery contractual requirements and Key Performance Indicators – KPI (e.g. Resolution Efficiency, Parts returns, End-user Satisfaction, etc.).
  • Manage additional non-contractual SP/FDSP Addendum KPI’s that may be required to achieve business results (e.g. Auto Service Request, local delivery quality metrics, etc).
  • Certification completion management.
  • Cost management associated with FDSP acting as Subcontractor partners in order to ensure accurate spend forecasts and adherence to budget.
  • Develop and drive Delivery Get Well (DGWP) /Partner Performance Improvement Plans (PIP) for under-performing partners in accordance to documented processes.
  • Drive Partner End User Customer Satisfaction through close interaction with partners.
  • Gather and maintains knowledge of any competitive /non-cooperative activities by SP/FDSP. Alert Partner account team.
• Act as the primary contact for Service Delivery Partner issues, escalations and management.
  • Build and maintain close & effective links with the Service Delivery Partners, their executive management, and their staff as a “Trusted Advisor” for all aspects of Service Delivery.
  • Manage Service Delivery Partner escalations in conjunction with the Escalations Management Teams & other relevant stakeholders or direct escalations to the appropriate owner where applicable. Resolve disputes when necessary.
  • Collaborate with other internal services & sales teams on new product introduction support.
  • Review/provide input to proposals for System Support delivery in indirect countries (where Oracle does not have a local legal / delivery presence).
  • Territory System Support delivery lead for support providing Partners from new acquisitions.
  • Besides working in tandem with the assigned CSS/Renewal Sales Partner Manager, build and maintain links with the following groups within the organization:
    • Technical Support Center (TSC)
    • Account Management Teams
    • Escalation Management
    • Global Services Logistics
    • Alliances & Channels/Hardware Channel Sales
    • Partner Management & Premier Support Business Operations
    • Advanced Customer Support Services (ACS)
    • Mergers & Acquisitions teams

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

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.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 2 years relevant experience and BA/BS degree preferred.