Principal Advanced Support Engineer (Apps) – Oracle Solution Support Center (Manufacturing)

 

Key Objective

1. Working within Solution Support Center in China to deliver proactive and reactive technical support to these customers, both onsite or from office 
2. Developing sets of standard deliverables to customers in managing and maintaining environments based on Oracle eBusiness Suite. 
3. Assisting customers to maximize the stability, availability and performance of their critical business systems. 
4. Maintain good relationship with other parties in Oracle Corporation and train junior engineers to enable them for Oracle new products support

 

Responsibilities:

1.     Proactively working with ACS customers to ensure their successful deployment of Oracle eBusiness Suite 

2.     Providing Assistance to service delivery team in critical situation as requested. 

3.     Tasks ranging from daily Apps Support, functional/technical consulting, health check, issue tracking and analysis, enhancement solution design with implementation and SR reviews. 

4.     Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization. 

5.     Respond and resolve service requests within Key Performance Indicator targets 

6.     Developing high quality, standard deliverables and methods to promote efficient service delivery 

7.     Researching and responding to technical enquiries from customers 

8.     Maintaining an up-to-date and in-depth knowledge of new products released in the market.

9.     Maintaining product expertise within own area of specialization 

 

Qualifications

1.     B.A./B.S. in a technical field or equivalent experience required

2.     Minimum 10 years IT experiences, at least 8-year solid experience in consulting or supporting Ebiz SCM and Manufacturing modules including PO, INV, OM, WIP, BOM, CST, ASCP, OPM, WMS etc;

3.     Mainly work in SCM modules; With SCM or MFG module implementation and maintenance experience for big MFG customers will be an additional advantage. 

4.     Solid experience and deep knowledge of EBiz R12;

5.     Proven experience of Oracle eBusiness Suite customization design and development on Oracle Applications R12, and familiar with development tools such as PL/SQL and Forms Builder is definitely an advantage

6.     Oracle eBusiness Suite Architecture including good understanding of technology stack

7.     Capable of performance analysis is definitely an advantage 

8.     Strong UNIX skills is an additional advantage, preferably Linux, additional NT/Win2K skills useful. 

9.     Fluent in English and Mandarin, plus advantage with Cantonese speaking 

PERSONAL SPECIFICATION 
1. Proven success of working on own initiative and managing client/end users expectations

2. Strong SCM and MFG implementation and troubleshooting skill

3. Excellent problem solving and analytical skills 

4. Ability to work under pressure in escalated situations

6. Independent working capability and deep understanding of “Assigned Tasks’ Ownership”
7. Excellent written and verbal communication skills 
8. Self motivated and resourceful 
9. Good team work spirit is essential 
10. Good presentation skills 
11. Willingness to travel in GC as requested

12. Sian or Chengdu or Chongqing citizen preferred

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.

As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.