• Provide techno functional expertise for Service modules: Configure and troubleshoot Depot Repair (Repairs, Replacements, Exchanges, Internal Move Orders), Service Contracts (warranty/entitlement management, renewals, SLAs), Install Base (asset registration, tracking, updates for installed equipment), and ECC (dashboards, analytics for service performance).
• Oracle EBS Depot Repair Support and configure Oracle EBS Depot Repair to manage in-house repair operations, returns, and service logistics.
  • Configure repair types, repair statuses, service activities, and charge lines (labor, material, and overhead).
  • Support integration with Inventory, BOM, WIP, and Order Management for repair execution and fulfillment.
  • Troubleshoot issues related to repair orders, RMA processing, part consumption, and costing.
  • Support depot repair reporting, reconciliation, and operational metrics.
  • Perform data fixes and validations using SQL where required.
• Oracle EBS Service Contracts
  • Configure and support Oracle Service Contracts for warranty and service agreement management.
  • Maintain contract templates, coverage levels, pricing rules, billing schedules, and renewals.
  • Ensure accurate entitlement determination for service requests and depot repair transactions.
  • Support contract invoicing and integration with Oracle AR and GL.
  • Troubleshoot contract validation, billing, and entitlement issues.
• Oracle EBS Installed Base:
  • Support Oracle Installed Base (CSI) for tracking customer assets, serialized items, and configuration history.
  • Ensure accurate asset creation and updates from shipments, returns, and service activities.
  • Manage asset relationships, hierarchies, and lifecycle events (install, move, change, retire).
  • Support integration with Depot Repair and Service Contracts for entitlement validation.
  • Monitor and resolve data integrity issues related to asset records.
• Salesforce CRM Integration:
  • Support and monitor integrations between Salesforce CRM and Oracle EBS Service modules.
  • Ensure accurate synchronization of:
    • Service cases and service requests
    • Repair orders and service status updates
    • Installed base and asset data
    • Service contracts, warranties, and entitlements
  • Troubleshoot integration failures, data mismatches, and performance issues.
  • Use SQL and PL/SQL to analyze data, validate transactions, and support defect resolution.
  • Support customizations including APIs, interfaces, reports, and extensions related to service modules.
  • Collaborate with middleware and development teams to support enhancements and fixes.
• Reporting, Controls & Compliance:
  • Support service and contract reporting using Oracle standard reports and custom queries.
  • Ensure auditability and traceability of service transactions and asset history.
  • Support SOX, quality, and internal control requirements related to service operations.
  • Handle integrated L1/L2 support: Triage and resolve Service-related tickets (e.g., contract errors, install base discrepancies, ECC report issues) during business hours (1:00 AM CT Sun – 7:00 PM CT Fri); provide on-call for P1 incidents impacting customer support or device servicing.
  • Support end-to-end service flows.
  • Conduct root cause analysis (RCA) for issues, implement corrective/preventive actions (CAPA), and optimize processes to improve service delivery in medtech contexts (e.g., ensuring Install Base traceability for FDA-regulated device recalls and maintenance).
  • Enforce compliance and security: Align Service processes with ISO 27001, HIPAA/GDPR (for PHI in service records), and FDA guidelines; manage user access (RBAC), audits, and data integrity checks.
  • Drive automations and AIOPS: Identify opportunities for AI-driven enhancements (e.g., predictive contract renewals, automated ECC insights for service trends) to support year-over-year cost reductions and innovation initiatives.
  • Collaborate with POD teams (e.g., EBS Developers, DBAs, Salesforce) on cross-functional issues; contribute to QBRs with insights on medtech trends (AI in predictive maintenance for sensory health devices).
  • Maintain documentation for configurations, business processes, and change management; participate in Change Advisory Board (CAB) reviews and user training.
  • Support minor development: Assist with custom reports/forms via Oracle Forms/Reports and testing for patches/upgrades.

Success Metrics

• Achieve 98% service contract accuracy and 99% Install Base data integrity SLAs, measured monthly via EBS/ECC reports, minimizing medtech compliance risks.
• Reduce MTTR for Service incidents by 15% YoY through RCAs and automations, tracked in ITSM tools.
• Complete 100% of quarterly compliance audits (e.g., ISO 27001/FDA) with zero findings in Service areas.
• Implement 10-15% process automations (AI-driven contract alerts) annually, contributing to yearly cost reductions and reviewed in innovation reports.
• Attain CSAT scores >4.5/5 on handled tickets and QBR feedback, with demonstrated business value (e.g., 10% faster service resolution times via optimizations).