Job Description

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 a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

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. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).
We expect candidate to have:

• Strong process manufacturing (OPM) knowledge and concepts.

• Hands-on implementation/Support experience in Oracle Process Manufacturing Modules like OPM Financial, Process Execution, Product Development, Process Manufacturing, Process Quality, Inventory, WIP & BOM modules. Any additional knowledge of Procurement, Warehouse Management Systems, Order Management, Planning (Demantra/ASCP) or Transportation Management (OTM) modules will be added advantage.

• Deep understanding of creation of formulas,recipes, Ingredient Picking Workbench, Production Scheduler Workbench, standard/average costing, cost rollups, rules setup etc.

• Ability to relate the product functionality to business processes, and thus offer implementation advises to customers on how to meet their various business scenarios using Oracle Process Manufacturing Modules.

• Strong technical debugging skills using SQL, PLSQL, Reports etc.

• Strong problem solving skills.

• Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.

• Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.

• Candidate should be team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.

• Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis.

• High flexibility so you remain agile in a fast changing business and organizational environment.

• Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.

Personal Attributes:

• Self driven and result oriented

• Strong problem solving/analytical skills

• Strong customer support and relation skills

• Effective communication (verbal and written)

• Focus on relationships (internal and external)

• Strong willingness to learn new things and share them with others

• Influencing/negotiating

• Team player

• Customer focused

• Confident and decisive

• Values Expertise (maintaining professional expertise in own discipline)

• Enthusiasm

• Flexibility

• Organizational skills

• Values and enjoys coaching/knowledge transfer ability

• Values and enjoys teaching technical courses

Your Qualifications The candidate should have 10+ years of techno-functional experience in Oracle Process Manufacturing Modules and a minimum 2 years of leadership experience working at a customer facing roles. High commitment with his/her customers is must. Skills - Techno-functional skills in EBS R12 Process Manufacturing (OPM Financial, Process Execution, Product Development, Process Quality, Inventory, WIP & BOM modules). Any additional knowkedge of Oracle Transportation Management, OM, Warehouse Management Systems or Planning modules will be added advantage. Technical Skills - Good debugging skills using SQL, PL/SQL,Forms, Reports, XML/BI Publisher and Workflow. Ready to work in shifts including night shift on rotation basis. The role will be based in Bangalore / Hyderabad.