Advanced Services Engineer

Responsibilities
• Develop a high quality team delivering services to customers with the guidance and support needed throughout the full life cycle of products to ensure successful and most effective use of Oracle’s technologies.
• Manage ASEs with delivery focus on their accounts, products/solutions, or a combination thereof.
• Attains results within Oracle management policies and practices.
• Responsible for providing coaching, mentoring and helping team attain a high degree of customer satisfaction.
• Recruitment, retention, development, coaching, motivation, succession planning and generally management of multiple technical delivery resources to attain/exceed defined customer objectives
• Actively manage Oracle badged and third Party staff
• Actively participate as a member of the ACS sales and delivery leadership team representing the regional, EMEA and global ASE community.
• Work closely with TAM management, ACS sales and presales management in developing the practice ensuring consistency of quality and value of services
• Support TAMs to ensure customers experience of ACS meets all expectations
• Regular interaction with sales, delivery account teams to ensure appropriate solutions are being identified and implemented.
• Build strong relationships internally within Oracle and externally with customers
• Operate as a key resource to the EMEA and Global delivery team’s general management.
• Ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are delivered, executing quality/productivity improvement efforts and understanding strategies of the Oracle Customer Support Services organization.
• Ensure interactions with customers are of highest quality. Oversee the delivery of customer deliverables and supporting ASEs to ensure delivery quality and customer success.
• Coordinate delivery of support services and other LOBs related to ACS Services.
Act as trusted advisor to core management team with regards to all people issues
• Understands Oracles and ACS product/solutions portfolio and knows how to win relative to competition.
• Assist in developing business models in a variety of situations that impact customers and Oracle positively.
• Support the development of new offerings to generate customer interest based on experience and customer experience/needs
• Utilize customer experience and needs to determine new opportunities and methods for ACS to engage with customers
• Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices, technical knowledge and experience among the ASE community