Ebs CRM Support Engineer

hace 4 días

Guadalajara, México Oracle A tiempo completo

EBS CRM support engineer-220003LB

**Applicants are required to read, write, and speak the following languages**: English

**Preferred Qualifications**
**EBS HCM Support Engineer**

An opportunity exists for an experienced engineer in our global EBS organization to help provide support on Customer Relationship Management (CRM) products for Oracle's E-Business Suite specifically, Oracle CRM products. Some of these products include Oracle Teleservices, Oracle Sales, Oracle Telesales, Channel Revenue Management (Trade Management), Oracle Payments, Install Base, Common Apps, Lease Management, Oracle Service, Field Service, Oracle Contracts, Depot Repair, iStore & Quoting, Spares Management and Complex Maintenance Repair &Overhaul (CMRO).

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. 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.

Responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident

**Functional/Technical Knowledge & Skills**
- Excellent analytical and problem solving skills
- Required knowledge in E-business logistics (Oracle Payments, Install Base, Trade Management, Oracle Contracts, iStore Quoting, Common Apps and Oracle Field Service)
- Working knowledge of other SCM products like Oracle Inventory, Order Management, Purchasing, Payables and Receivables is a plus.
- Oracle Application Technology Group (ATG) and framework is recommended.
- Functional/Technical background in assigned product area (SCM products) and exposure to associated systems and software. This includes usage of Application Product Interfaces (APIs), Interfaces etc. along with ability to map requirements to existing features.
- Technical skills in any 3 of the following are desirable: Unix, RDBMS, SQL, PL-SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
- Understanding of structured SQL statements and how they are executed in the RDBMS (SQL/ PLSQL) helpful.
- Ability to read and decipher software Log and Trace files, Performance Tuning, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution
- Knowledge of AD (Administrative) tools (adpatch, adadmin, etc.)
Knowledge of collaboration and general office tools? (Zoom, word, excel, etc.)
- Demonstrates strong and sound judgment to expedite or facilitate the development of solutions to customer issues in a reactive or proactive mode.
- Good understanding of different business scenarios and ability to assess the criticality an issue has on the customer’s business.

**Personal Attributes**:
Self-motivated with good communication skills, excellent verbal and written skills in English is a must

Proactive

Problem Solving/Analytical Skills

Effective Communication (verbal and written)

Focus on Relationships (internal and external)

Influencing/Negotiating

Teamwork

Results Focused

Escalations Management

Expertise (maintaining professional in own discipline)

Enthusiasm

Flexibility

Organizational Skills

Coaching/Knowledge Transfer Ability

In-depth experience in using or developing Oracle’s EBS products

Comfortable working under stress

Willing to work weekends occasionally

Willing to work in shifts if needed

Should be Customer-Focused

Should be Well-organized

Should be Team-player

**Detailed Description and Job Requirements**

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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with mínimal direction from management. In this position, you will routinely act independentl

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