Field Support Specialist

As a Field Engineer, your primary responsibility is to provide field system support at customer and Oracle cloud sites. This includes hardware break-fix, maintenance, and product installation. You will interface with Dispatch, Logistics, and Domains to ensure activities align with the on-site Action Plan. Your goal is to maintain a high level of customer satisfaction and meet Service Level Agreements (SLAs) through effective delivery of technical support and service programs. You will proactively identify and resolve issues using system level diagnostics and escalation procedures, demonstrating a deep understanding of service processes. Key Responsibilities: - Provide Onsite Product Support based on Domains" action plans - Coordinate with Manager on Duty (MoD) or Field Manager to follow escalation procedures/communications - Adhere to defined policies and procedures outlined in the desk manual - Support the organization in achieving measurable objectives - Follow best practices and Industry Standards - Update internal systems as needed - Ensure accurate reporting of failures and timely return of parts by adhering to Logistics processes - Work independently and collaboratively in a team environment - Perform Field Change Order and Field Action Bulletin tasks - Provide 24x7 support coverage in a designated geographic area, with phone support from Domains - Offer Time and Material (T&M) services Out of Hours (OOH) - Provide logistics support as necessary within the scope of on-site support - Cover dedicated customer sites for both short and long terms - Act as a technical support resource during problem escalation, contributing diagnostic information to the Technical Support Centre - Collaborate with Support/Engineering for consistent service delivery during shift changes, escalations, or time-critical installations - Provide management updates during customer escalations, summarizing status, impact, and potential solutions, while defining next steps using the 3 Ws (Who, What, When) - Assist in developing, reviewing, and implementing hardware installation plans for customers - Be a member of the golden team with specialized product knowledge for high-level escalations, complex installations, new product introductions, and TOI's (Onsite and Remote) within and outside the region Qualifications Required: - Capability to travel at short notice for short and long-term assignments within the region (Note: The additional details of the company were not provided in the job description.),