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Senior Install Technical Project Manager

1.00 to 10.00 Years   Oman   13 Jun, 2022
Oracle - Egypt
1 Jobs Openings
Job LocationOman
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

The role of the Sr. Install Technical Project Manager is to own and manage installation service for all EMEA systems products. This includes managing Service Requests, create the installation tasks, monitor the installation queues and coordinate the scheduling the installations directly with the customer and the field engineer.The Sr. Install Technical Project Manager acts as the coordinating point for the customer point of contact and the local field delivery resource with the planning and tracking of the hardware installation.

  • Takes ownership of Installation Service Requests and creates install tasks for field delivery
  • Responds to customer inquiries related to the installation Service Request, from both external and internal customers
  • Monitors the installation work queues
  • Works with the customer and the Field Delivery resource to confirm delivery of the asset at the intended customer site
  • Has no direct reports
ROLES AND RESPONSIBILITIES
  • Ensures installation Service Requests are handled during active shift
  • Takes ownership and remotely manages the installation delivery of the customer?s hardware installation order
  • Follows the Installation Process for different products sets
  • Uses Service Request quality guidelines when updating and managing Service Requests
  • Creates installation tasks for dispatchers to assign appropriate and available field delivery resources
  • Monitors specific queues for: unassigned, route failures and exception SRs, routing or assigning as necessary
  • Responds quickly to customer requests on assigned Installation Service Requests
  • Communicates effectively with the customer and Oracle staff during the lifecycle of the installation both written and speech
  • Contributes to continuous process improvement initiatives
  • Reacts quickly and effectively to system or process issues by contacting responsible technical contacts or escalating within and across Line of Business.
  • Maintains knowledge of current Oracle business flows
  • Operates in line with Global Systems Customer Service business processes, procedures, metrics and SLAs
  • Manages Installation queues and SRs to provide the highest level of customer service within standard support guidelines
  • Able to use and adapt to a variety of toolsets and processes to carry out role.
EDUCATION AND EXPERIENCE
  • 4+ years work experience within customer support experience in a technical environment.
  • Excellent customer service skills.
  • Assertive and proactive experience when dealing with internal/external customers.
  • Experience and local understanding of location geography.
  • Experience of managing complex project work ? some project management experience is highly desirable.
  • Project management certification is a plus (Prince2 sau PMP)
  • Another European language besides English - nice to have
To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers? use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams. Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars. Job duties are varied and complex utilizing independent judgment. May have project lead role.As part of Oracles employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

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