Key objectives
- Build, manage, lead, and develop a team of highly technical and talented support engineers
n Hire and retain the best technical talents
n Provide technical and career development guidance to team members
n Create healthy and productive team culture
n Motivate team members for best performance
n Manage and resolve possible internal and external conflicts
- Deliver outstanding technical support services to Oracle customers through the internet or by phone
n Own and manage customer escalations
n Monitor and mentor team members’ customer interactions
n Assure timely and appropriate solutions to customer service requests
n Identify training needs and formulate training plans
n Follow and enhance Oracle customer support processes and tools
- Build and maintain strong collateral relationships with other Oracle product support and research and development teams
n Build and maintain supportive relationships with up and down stream support teams and R&D teams
n Cooperate efficiently with other teams to resolve customer issues asap
n Source other teams for product knowledge and technical skills.
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QUALIFICATIONS:
- Strong people management and communication skills with at least 2 years of management background;
- Good leadership in motivating, coaching, and developing individuals and leading team to outstanding performance;
- Excellent analytical skills and detail orientation, with a result-oriented mindset;.
- Strong Oracle product knowledge in Oracle Fusion Middleware or EBS is highly desired;
- Fluent English and Mandarin in both speaking and writing required;
- Bachelor/Master degree in Engineering / Computer Science / Science or equivalent;
- Customer support experience a high plus
As this position is one of high trust and confidence and provides you with access to confidential client and company proprietary information, pre-employment screening is an essential component of the recruitment process and selection.
