Field Support Specialist 3

Job Description
A Field Engineer is responsible for providing field system support including hardware break-fix, maintenance and product installation on customer and oracle cloud sites, interfacing with Dispatch, Logistics and Domains in accordance with activities set out in the on-site Action Plan.Ensures a high level of customer satisfaction and Service Level Agreements (SLA's) met through effective delivery of technical support and service programs by interfacing between customer and the Domains.Proactively helps to find problem resolution through use of system level diagnostics and escalation procedures. Understands service processes and is able to identify and solve a wide range of problems. Requires a 24-hour commitment to support customer contractual requirements fulfilled by participation in the regional standby rotation program.

Responsibilities

• Responsible for providing Onsite Product Support as set-out in Domains action plans.
• Liaise with Manager on Duty (MoD) or Field Manager (business hours) to ensure escalation procedures/communications are followed.
• Following defined policies and procedures (e.g. in desk manual).
• Supporting the organization by understanding and achieving measurable objectives.
• Follow best practices and Industry Standards.
• Update internal systems as required
• Adhere to Logistics processes to ensure the accurate reporting of failures and timely return of parts
• Working independently and in a team environment.
• Perform Field Change Order and Field Action Bulletin .
• Need to be able to travel at short notice – short term,
• Provide (rota) coverage for 24x7 support in a designated geographic area. With phone support from Domains.
• Provide T&M services OOH (Out of Hour).
• Provide logistics support as required within the scope of providing on-site support,
• Provide long or short term site cover for dedicated customer sites
• Acts as a technical support resource during problem escalation. Actively contributes to providing diagnostic information to Technical Support Centre .
• Collaborate with Support/Engineering to ensure continuity and consistent service delivery when starting or finishing a shift, during escalations or time critical installations.
• Provide management updates when engaged in customer escalations summarizing the status, impact and potential solution. Define next steps using the 3 Ws (Who, What and
• When).
• Assists in developing, reviewing, and implementing hardware installation plans for customers
• Membership in golden team with special product knowledge to support high level escalations, complex installations, new product introductions, TOI's (Onsite and Remote) within region and outside
• Need to be able to travel at short notice – short and long term, within region.

Qualifications
Career Level - IC3

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