Oracle Technical Support Manager - Siebel CRM

Global Product Support is looking for experienced, motivated and dynamic Technical Support Manager.
You are going to lead and manage a team of Technical Support Engineers responsible for providing customer support to Oracle and Siebel CRM customers in the following product area: Siebel Customer Relationship Management (CRM) and Siebel Analytics products. You will be responsible for employee management, team building, escalation management, operational management and business planning.

Candidates should possess excellent customer service skills and preferably have Support Management experience.

Responsibilities:

- Provide the highest levels of customer service in support of the Oracle | Siebel customer satisfaction goals. Demonstrate focus and commitment to Customer satisfaction in all aspects of daily work.

- Employee/Line Management - Build a high-qualified team in Bucharest and ensure the integration in the worldwide support organization. Conduct quarterly/annual performance reviews. Make sure utilization of resources is maximized to their fullest potential in order to continue to enhance Oracle’s value to its customer

- Escalation Management - Provide regular and consistent communication to customer on status of their escalation as needed or identified by team lead. Partner with Development organization, Account Executive, and customers to expedite issues and resolve customer escalations. Raise escalation issues as necessary to the Director of Product Customer Services

- Build and maintain strong links with other Oracle | Siebel Divisions including Technical Services organization, Engineering, Professional Services, Competencies, Expert Services, Technical publications or other Oracle Product Lines
- Participate and engage in meetings and forums with other Divisions within Oracle | Siebel, with Third Party product vendors (IBM, Resonate, Genesys etc) and with customers
- Demonstrate leadership and take ownership of major projects. Own and direct projects required for implementation of new or revised Support operational model or infrastructure
Requirements:

- Relevant Management or Technical qualification (e.g BA, MBA)
- Strong customer service skills attained within the IT sector
- 5 to 7 years relevant experience is typical with specific Technical Support Management experience an advantage
- Excellent planning and organizational skills
- Excellent written and verbal communication skills
- Strong problem solving and decision making skills
- Strong analytical skills and process improvement orientation
- Strong leadership and management skills and the ability to motivate team members
- Ability to handle difficult/delicate situations with diplomacy and tact
- Skill in relationship development and management
- Ability to deal with complex customer service issues
- Ability to work effectively in a team of international managers to provide seamless service to customers
- An understanding of cultural differences, and experience of matrix management in a global organization

Please submit your CV in English. Thank you very much!