Weekend shift job
Work schedule: 9AM – 6PM/ 10AM – 7PM
JOB SUMMARY
On receipt of dispatch task request for field delivery the Dispatch Coordinator liaises with customers to arrange on-site visits, locates field engineer in accordance with geography and
product skill level acquired. Ensuring parts dispatch & engineer ETA meets Oracle’s contractual support obligations with the customer.Variations to the main dispatch function can include the management of parts only dispatch to site, initiation of a task to dispatch from Oracle badged or partner engineer already on-site, assigning dispatch tasks to partner owned contracts for support in in-direct countries, and monitoring, chasing and securing expired parts returns from engineers, partners and customers.
ROLES AND RESPONSIBILITIES
1. Accepts the ownership of assigned task.
2. Organizes field intervention activities with customer, Oracle or partner engineer. Communicates with logistics to ensure that the arrival of parts and engineer to site meets customer expectations and contractual obligations. Arranges and coordinates shipments and transport.
3. Identifies if a part is in stock to replace a faulty part identified by an engineer Technical Support Center (TSC) or Field. Dispatcher uses GSI or web tools pertaining to the dispatch of third party products, to identify stock location and organize delivery of replacement part to customer site from Oracle service center warehouse.
4. Monitors queue of Service Request tasks to ensure all open tasks are being managed in a contractual timely manner and acts as an escalation point for out-of-line tasks, resolving discrepancies related to escalation activities from missing parts, late parts arrival, dead on arrival (DOA’s) and customer dissatisfiers.
5. Responsible for monitoring and minimizing costs in delivery of spare parts. Reports findings to Field and Partner management.
6. Is responsible for initiating invoices for partner management activities in in-direct countries. Notifies partner manager of reoccurring customer/partner discrepancies.
7. Engages in Field Change Order (FCO) process for delivery of FCO parts to customers. As well as parts activity management, Dispatcher may drive FCO Service Request tasks when appropriate.
8. Responsible to collect, maintain and notify Entrance Permit related to on-site visit (when required) according to customer’s requirements and procedures and local law.
9. Available to work in shift/rota or duty 24×7.
Education and Experience
Proven experience of Service Request management and resource control systems in support services environment.
Demonstrable Customer Services Experience.
Some product knowledge an advantage in understanding spares component types, size & weight differentials.
Local geographical knowledge required for matching engineer to on-site tasks.
Has understanding of Logistics customs freight rules and Oracle Logistics parts ordering tools.
Good verbal and written communication skills.
Speaking English is an advantage.
Able to communicate and to negotiate with customer (understand issue and customer situation for cost-optimized delivery).
Professional Skills
Good customer care skills with the ability to resolve customer complaints efficiently.
Organized, able to manage time efficiently and prioritize tasks and capable of remaining focused under pressure.
Can be assertive and persuasive when dealing with Oracle badged engineers and partner engineers.
Good understanding of Field Change Orders (FCO’s) process and FCO parts shipments.
Capable of managing and tracking outstanding spares as per Order Fulfillment Center (OFC) status reports and arranging parts returns.
Able to provide utilization reports specific to dispatch activities to Field Managers and Partner Managers.
As part of Oracle’s employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
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.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
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.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
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.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
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.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
Email of Internal Contact
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.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
Email of Internal Contact
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.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree, an ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
Aplica pentru Dispatch Coordinator – Oracle – București.
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