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General Description:
The Service Delivery Engineer (SDE) is a member of the Service Delivery team and is skilled at understanding simple to moderately complex customer issues. This individual performs the assigned duties with a moderate level of autonomy and reports to management on customer satisfaction. Further, the Service Delivery Engineer may be sought by customers and Core employees to gain assistance and guidance in expediting critical issues.
Essential Functions:
- Prepares documents and facilitates weekly Service Request review meeting; communicating status and next steps to appropriate parties
- Interacts within customer site and Core to provide feedback with respect to customer intent, action plan, and current status.
- “Customer Support Champion” who provides a 24x7 cell phone coverage model with call backs expected of no more than 12 hour response times in non-primary hours.
- Secures customer acceptance of documented, proactive support plan and list of approvers and assures plan implementation on agreed upon items
- Educates customers on effective use of Oracle Support Services and Core processes and procedures
- Effectively and accurately communicates customer satisfaction rating with respect to red, yellow, or green and escalation status to Core management/technical groups
- Maintains technical competence in Application System Administration and Application Desktop Applied Technology to provide level one support to the customer
- Provides support services which assure the highest level of customer satisfaction and a favorable environment while promoting a long-term relationship
- Recognizes and communicates needs for additional Oracle products, support and services to appropriate Core management
Technical:
- Oracle application product knowledge and a understanding of the Oracle Database product
- Understands “big picture” technology trends potentially influential to customer environment
Professional:
- Skilled planner and organizer on tactical and strategic level
- Demonstrates outstanding command of verbal and written communication
- “Customer Centric” - constantly achieves the highest levels of customer satisfaction
- Multi-tasking skills
- Self-starter, innovative, resourceful, and results oriented
- Able to form effective business relationships with customers and Core groups
- Understands the customer’s business and how support decisions impact
Education Requirements:
- Bachelor’s degree
- At least 2 years of experience in a client support, development, consulting or field support environment in the IT industry.
- Experience with Oracle core products, applications, and tools are preferable.
Travel is required.
If you think you are the kind of person who would be a key player at Core, please submit your resume. If your experience exhibits the above criteria, we will match you with our current needs.
At Core, we offer a market competitive base salary and variable pay program. This package is complimented by a comprehensive benefits program which includes medical and dental coverage, health and dependent care FSA accounts, personal disability income protection, AD&D coverage and a company matching 401k Retirement Savings Plan.
Thank you for your interest.
Submit resume to: jobs@coresys.com or fax resume to: 973-538-7826
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