Short description displayed on job tile

Supporting and assisting Oracle customers for best utilizing Oracle products to make customer succeed

Job description displayed in the job posting

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.

Key Objective

1. Working within Apps delivery team in Greater China to deliver proactive and reactive functional support to Oracle EBS/Fusion SCM customers, both onsite or from office

2. Developing sets of standard deliverables to customers in establishing, configuring, managing and maintaining environments based on Oracle eBusiness Suite.

3. Assisting customers to maximize the stability, availability and performance of their critical business systems.

Responsibilities displayed in the job posting

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.

Responsibilities:

1. Proactively working with ACS customers to ensure their successful deployment of Oracle eBusiness Suite
2. Requirements study/analysis, solution design, user training and system configuration / establishment of EBS manufacturing/supply chain modules deployment
3. Familiar and proven experience in enterprise supply chain digital transformation
4. Providing Assistance to sales solution team in presale stage as requested.
5. 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.
6. Respond and resolve service requests within Key Performance Indicator targets
7. Developing high quality, standard deliverables and methods to promote efficient service delivery
8. Researching and responding to functional enquiries from customers
9. Supporting functional related issues customers report
10. Maintaining an up-to-date and in-depth knowledge of new products released in the market.
11. Maintaining product expertise within own area of specialization
12. Contributing to the continuous development of the team

Qualifications

1. B.A./B.S. in a manufacturing/supply chain management or equivalent experience required
2. Familiar with application implementation methodology of Oracle AIM or OUM
3. Minimum 10 years manufacturing/supply chain management or consulting experiences, at least 6-year solid experience in implementing and supporting Ebiz Manufacturing modules
4. Mainly work in Manufacturing modules; With FIN & HR module experience will be an additional advantage.
5. Solid experience and deep knowledge of Fusion SCM is definitely an advantage
6. Proven experience of Oracle eBusiness Suite technical skills including PL/SQL trouble shooting/inquiry scripts in Oracle Applications on R12, and 11i is definitely an advantage
7. Fluent in English and Mandarin, plus advantage with Cantonese speaking
8. Candidate with fewer years of working experience will also be considered as senior consultant

PERSONAL SPECIFICATION

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

2. Strong requirements analysis skills

3. Excellent problem solving and analytical skills

4. Ability to work under pressure in escalated situations

5. Independent working capability

6. Excellent written and verbal communication skills

7. Self motivated and resourceful

8. Team work essential

9. Ability to work as a team player as well as on own initiative

10. Good presentation skills

11. Willingness to travel in GC as requested

12. Oracle Certified Professional qualification an advantage.

13. Cantonese speaking is definitely an advantage