Product Support Manager

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.

Responsibilities

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

Manage Team Performance and KPIs

• Mentor, Coach, and provide feedback to technical professionals
• Communicate initiatives, expectations, and priorities
  Compile and Communicate Team Results
• Create periodic summaries of Key Performance Indicators for Executive Leadership
• Present results, plans, and updates to Executive Leadership
  Management functions including Interviewing, Hiring, Performance Reviews, and Improvement Plans
  Communicate via phone and writing with North America based Health Care professionals, including I.T. Staff, Health Care Providers, and Health Care Leaders
  Other Project based initiatives that drive organizational improvement as needed
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