5.0 - 9.0 years

0 Lacs

chennai, tamil nadu

On-site

A Field Engineer is responsible for providing field system support including hardware break-fix, maintenance, and product installation on customer and Oracle Cloud sites. You will be interfacing with Dispatch, Logistics, and Domains in accordance with activities set out in the on-site Action Plan. Ensuring a high level of customer satisfaction and meeting Service Level Agreements (SLA's) through effective delivery of technical support and service programs by interfacing between the customer and the Domains. Proactively assisting in problem resolution through the use of system-level diagnostics and escalation procedures. You should have a deep understanding of service processes and be able to identify and solve a wide range of problems. This role requires a 24-hour commitment to support customer contractual requirements fulfilled by participation in the regional standby rotation program. Your responsibilities include providing Onsite Product Support as outlined in Domains action plans, liaising with the Manager on Duty (MoD) or Field Manager during business hours to ensure escalation procedures and communications are followed. You will be expected to follow defined policies and procedures, support the organization by understanding and achieving measurable objectives, follow best practices and industry standards, update internal systems as required, and adhere to logistics processes to ensure the accurate reporting of failures and timely return of parts. In this role, you will work both independently and in a team environment, perform Field Change Orders and Field Action Bulletins, and be ready to travel at short notice for short-term assignments. You will provide 24x7 support coverage in a designated geographic area with phone support from Domains, deliver T&M services Out of Hours (OOH), provide logistics support as required within the scope of providing on-site support, and cover dedicated customer sites for both short and long terms. As a technical support resource during problem escalation, you will actively contribute to providing diagnostic information to the Technical Support Centre. Collaboration with Support/Engineering to ensure continuity and consistent service delivery during shifts, escalations, or time-critical installations is essential. You will also provide management updates during customer escalations, summarizing the status, impact, and potential solutions, defining next steps using the 3 Ws (Who, What, and When). Additionally, you will assist in developing, reviewing, and implementing hardware installation plans for customers and be a member of the golden team with special product knowledge to support high-level escalations, complex installations, new product introductions, and TOI's (Onsite and Remote) both within the region and outside. Flexibility to travel at short notice for short and long-term assignments within the region is a key requirement for this role.,

Posted 5 days ago

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