The role of the Sr. Install Technical Project Manager is to own and manage installation service for all EMEA systems products. This includes managing Service Requests, create the installation tasks, monitor the installation queues and coordinate the scheduling the installations directly with the customer and the field engineer.

The Sr. Install Technical Project Manager acts as the coordinating point for the customer point of contact and the local field delivery resource with the planning and tracking of the hardware installation.

• Takes ownership of Installation Service Requests and creates install tasks for field delivery
• Responds to customer inquiries related to the installation Service Request, from both external and internal customers
• Monitors the installation work queues
• Works with the customer and the Field Delivery resource to confirm delivery of the asset at the intended customer site
• Has no direct reports

ROLES AND RESPONSIBILITIES

• Ensures installation Service Requests are handled during active shift
• Takes ownership and remotely manages the installation delivery of the customer’s hardware installation order
• Follows the Installation Process for different products sets
• Uses Service Request quality guidelines when updating and managing Service Requests
• Creates installation tasks for dispatchers to assign appropriate and available field delivery resources
• Monitors specific queues for\: unassigned, route failures and exception SRs, routing or assigning as necessary
• Responds quickly to customer requests on assigned Installation Service Requests
• Communicates effectively with the customer and Oracle staff during the lifecycle of the installation both written and speech
• Contributes to continuous process improvement initiatives
• Reacts quickly and effectively to system or process issues by contacting responsible technical contacts or escalating within and across Line of Business.
• Maintains knowledge of current Oracle business flows
• Operates in line with Global Systems Customer Service business processes, procedures, metrics and SLAs
• Manages Installation queues and SRs to provide the highest level of customer service within standard support guidelines
• Able to use and adapt to a variety of toolsets and processes to carry out role.

EDUCATION AND EXPERIENCE

• 4+ years work experience within customer support experience in a technical environment.
• Excellent customer service skills.
• Assertive and proactive experience when dealing with internal/external customers.
• Experience and local understanding of location geography.
• Experience of managing complex project work – some project management experience is highly desirable.
• Project management certification is a plus (Prince2 sau PMP)
• Another European language besides English - nice to have