Field Support Specialist 3

Key Responsibilities:

• Provide on-site system support including hardware break-fix, maintenance, and product installation at customer and Oracle Cloud sites.
• Interface with Dispatch, Logistics, and Domains to execute activities outlined in the on-site Action Plan.
• Ensure high customer satisfaction and meet Service Level Agreements (SLAs) through effective delivery of technical support and service programs.
• Utilize system-level diagnostics and escalation procedures to proactively identify and resolve problems.
• Follow defined policies and procedures and adhere to logistics processes to ensure accurate reporting and timely return of parts.
• Perform Field Change Orders (FCO) and Field Action Bulletins (FAB) as required.
• Provide 24x7 support coverage, including participation in regional standby rotation programs.
• Travel at short notice, both short-term and long-term, within the designated region for site cover or escalations.
• Act as a technical support resource during problem escalations and provide diagnostic information to the Technical Support Center.
• Collaborate with Support and Engineering teams to ensure continuity and consistent service delivery.
• Provide updates to management during escalations summarizing status, impact, and potential solutions, defining next steps with clarity.
• Assist in developing, reviewing, and implementing hardware installation plans for customers.
• Serve as a member of a specialized 'golden team' supporting complex installations, high-level escalations, new product introductions, and technical onboarding initiatives within the region and beyond.