Product Support Manager
Location:
Lehi , Utah
Posted:
February 08, 2017
Reference:
170002VE
Brief Posting Description: 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.

Detailed Description: As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

Responsibilities: Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).

Additional Details/Distinguishing Characteristics:
The Support Manager has successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. The Manager may be responsible for one or more functional areas chartered with both staff and customer goals.

Example of Duties:
  • Establishes and communicates departmental objectives and implements plans to assure attainment
  • Translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan
  • Carefully prepares and presents employee work plans and performance appraisals on time
  • Jointly develops and implements an employee development plan for each team member
  • Recommends tactical strategies and improvement ideas to senior management
  • Ensures proper utilization of resources, including resource readiness (i.e., hiring and training) and provides justification for additional resource requests
  • Develops and implements operating model and consistent business practices including workflow, scheduling and coverage models for area(s) of responsibility
  • Total commitment to the delivery of outstanding support and service to customers
  • Rapidly responds to resolve critical "customer" situations decisively, redirecting resources as needed Maintains high departmental morale and retains team members


Knowledge and Skills: Technical:
  • In-depth knowledge of products/platforms and their uses in other professional areas managed


Professional:
  • Excellent communication and listening skills
  • Exceptional motivational and leadership skills
  • Effective as a team member both within and outside the support organization
  • Capable of managing several high level priorities simultaneously without reducing quality
  • Capable of presenting highly technical information clearly and concisely
  • Highly self-motivated
  • Pro-active, well organized and a thorough planner
  • Good business understanding as well as clear understanding of the impact of internal decisions on the support organization and company as a whole
  • Highly skilled at problem-solving
  • Highly developed analytical skills
  • Excellent situation-management skills

Qualifications:
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 first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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