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Job Title Customer Service Manager-F&B L2 Technical Services
AddThis Sharing Buttons 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. As a Manager of L2 Customer Support, you will be responsible for the execution of Customer Support operations for Oracle Hospitality. Tactical emphasis is on improving the customer experience in support, quality management, productivity and developing our staff. Key success factors include agent productivity, service request management, collaboration with supporting organizations and mentorship/coaching L2. In addition, it is important for this position to provide career path and job growth for the engineers. Operational management • Manage a global support team of individual contributors, delivering customer service for our Hospitality customers • Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet workplan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting. • Execute Global L2 Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase; provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity. • Act as an interface between the Accounts, the support teams and the operational departments where assistance/ escalation is required. • Ensure functional testing environments for all required platforms. • Lead regular team meetings and 1:1 meetings, communicate company goals, team goals and define individual objectives. Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals. Strategic Management • Assist next level manager in setting strategic departmental goals based on company objectives. • Work with next level manager to do gap analysis and resource planning. • Partner with next level management to work with global teams on projects and initiatives for process improvements increasing quality and productivity. • Develop cross-division training programs to strengthen knowledge within the global L2 application support teams. • Assist next level manager to develop guidelines and procedures for escalating issues from L1 to L2. • Assist next level manager to work with development on guidelines and procedures to escalate issues and report application defects. • Assist next level manager to work with consulting technical services team for process improvement and to ensure the installed systems meet the defined and supported standards. • Work with global product L2 and Sustaining Engineering teams on customer escalations to get issues analyzed, sustainable solutions developed and implemented. Customer Management • Committed to the delivery of outstanding service to customers. • Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue. • Work with customers proactively through user group meetings or other outreach programs. Employee Management • Assist next level manager to prepare and deliver employee workplans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget. • Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans. • Maintain high departmental morale and is focused on retaining talent. Special Skills • Proven communication, presentation and negotiation skills through previous interaction with customers and peers. • Proven track record in Performance Management and increased Customer Satisfaction. • Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals. • Strong experience in issue resolution, issue prioritization, customer management and technical account management. • Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams. • Excellent general IT skills and strong knowledge of current technologies. • Strong leadership abilities and proven success in coaching and mentoring individual contributors. • Knowledge of the IT industry is essential. • Good knowledge of Oracle Micros F&B applications is beneficial. • Past experience offering solutions and process improvement. 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. As a Client Relations Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff. While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines. Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries. Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. Bachelors degree as well as at least 3 years Client Relations experience or appropriate related experience at Oracle. In addition, a proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives. About Us Diversity and Inclusion: An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation. Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business. At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions. That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. * Which includes being a United States Affirmative Action Employer Similar Jobs 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. 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. Customer Service Manager - Technical Support (Spanish and English fluency required). As a member of the support Management team, your focus will be on providing Customer Support Resolutions and technical support for Oracle customers. This will include escalations on (SR's), proactive customer satisfaction and ensuring a Best in Class team to assist the customers with their issues based on your product and language skillset. You will be responsible to ensure that such service requests are responded to within our service level guidelines. "