Oracle Support Specialist - JD Edwards Manufacturing & Capital Asset Management

This is an individual contributor position specifically for the EnterpriseOne Manufacturing and Capital Asset support team within the Oracle | JD Edwards Global Support Center.
Responsibilities include problem tracking, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases within the EnterpriseOne Manufacturing and Capital Asset & Fixed Assets/Job Cost modules. Excellence in customer service is a required skill for this position. Knowledge/experience in ERP applications, Equipment, Accounting, Project Construction or Maintenance support is desired, but not required.

Responsibilities :

-Customer case resolution:
-Providing expert assistance to customers, partners and field employees on existing cases
-Assists in resolving aging or escalated cases
-Takes new cases as volume dictated.
-Maintaining a thorough knowledge of the technical components to our software and supporting software products.
-Create and potentially review knowledge documents and case resolutions for publication internally and to our customer base.
-Identify customer opportunities or needed short-term assignments then communicate the opportunities to account managers.
-Ensure managers are notified through email, phone or in person of high impact support cases.
-Ensure effective communication between members
-Achieve targeted metrics for service quality as an individual and as part of the team.
-Pursue continual improvement aimed at improving customer satisfaction through "product ownership" responsibilities.
-Identify areas of limited product knowledge in Customer Support and recommend course of action.
-Participate in Process Improvement Teams, where necessary, which
-Propose policy changes.
-Document relevant procedures.
-Identify opportunities for automation.
-Reduce consultant learning curves to help reduce the number of escalated calls.
-Generally improve customer service and/or improve departmental efficiencies.
-Participate in periodic consulting assignments when necessary
-Appropriately volunteer for cross-functional, organizational and group committees
-Additional responsibilities as assigned.

Required Soft Skills :

-Ability to build customer loyalty.
-Outstanding verbal & written communication skills.
-Technical/Professional Knowledge of the job.
-Effective management of workload.
-Adaptability/Flexibility and a strong desire to embrace change.

Desired Technical Skills :

-OneWorld®/EnterpriseOne Manufacturing and or Capital Asset/Equipment Management and or Fixed Asset/Job Cost applications.
-Previous experience with Manufacturing ERP software support, and/or industry knowledge/experience in Supply Chain Planning.
-Deep analytical and troubleshooting skills with the paired ability to communicate findings to customers
-As a Support Engineer, you will be the interface to customers for resolution of problems related to Manufacturing and or Capital Asset/Equipment Management and or Fixed Asset/Job Cost applications of the software.
-Be able to complete assigned duties with minimal direction from management
-Routinely act independently while researching and developing solutions to customer issues.

Education or Experience Requirements :

-Degree in a relevant field and/or equivalent job experience.
-Experience as a Customer Support Service. Analyst or equivalent experience in a customer-facing job is desired, but not required.
-Stays abreast of key cases in assigned area.
-Understands corporate policy and procedures
-Certified in Production and Inventory Management (CPIM) is desired, but not required

Language Requirements :

-Primary – English
-French, German and/or Italian is desired, but not required

Please submit your CV in English. Thank you.