Utah Sales Jobs

Mobile utah department of workforce services Logo

Job Information

Oracle OFS Product Support Director in Ogden, Utah

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 Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit or cost center, while assuring the highest level of customer satisfaction. You will work closely with managers to ensure proper utilization and performance goals are met, while being accountable for overall organization success. Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Masters Degree (or technical equivalent) in a related technical or professional area. In addition, 8 or more years of technical or professional experience (support preferred) in addition to six or more years of successful management experience (preferably in a support environment) including two or more years as a second level manager. This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado. Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law. We are seeking a global Director, leading the Oracle Field Service support team of highly experienced managers and senior level support engineers. As a member of the CX Cloud and Services Excellence 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 of ourOracle Field Service (OFS). *As 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. In addition to leading your team of managers and engineers responsible for resolving post sales customer issues, you will collaborate with key stakeholders in Development, Customer Success, Sales and others to ensure we are delivering the best possible experience for our customers. You will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit or cost center, while assuring the highest level of customer satisfaction. You will work closely with managers to ensure proper utilization and performance goals are met, while being accountable for overall organization success. Key qualifications: 1. Exceptional ability to manage critical customer relationships and escalations 2. Experience working in and leading teams with technical depth in SaaS and cloud technologies 3. Strong track record of success in support 4. Exceptional track record leading and working across organizational lines *Operational management * Lead and manage a team of managers and individual contributors * Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet workplan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting and exhibit sound fiscal awareness and responsibility * Execute Global Customer Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve skillset; knowledgebase; provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity * Lead regular team and direct report meetings, communicate company goals, team goals and define individual objectives * Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired business and operational goals Strategic Management * Assist in setting strategic departmental goals based on company objectives * Perform gap analysis and resource planning * Partner with peers, other line-of-business and global teams on projects and initiatives for process improvements increasing quality service and productivity. Customer Management * Committed to the delivery of outstanding service to customers. * Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue * Work with customers proactively through user group meetings or other outreach programs Employee management * Prepare and deliver employee work plans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget * Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans * Maintain high departmental morale and is focused on retaining talent Special Skills * Proven communication, presentation and negotiation skills through previous interaction with customers and peers * Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals * Strong leadership abilities and proven success in coaching and mentoring individual contributors * Past experience offering solutions and process improvement * Familiar with CX Suite offerings and Oracle Field Serves * Highly committed individual, with passion and desire for team success Job: Support* *Organization: Oracle *Title: *OFS Product Support Director Location: United States Requisition ID: 21000DP4

DirectEmployers