Principal Support Engineer

Global On-Site Repair Operations, Asset Management, and Systems

The Global On-Site Repair team supports hardware repair operations for Oracle’s strategic customers worldwide, establishing consistent processes, systems, and controls for repair execution, asset management, spares inventory, and vendor returns. This senior leader will partner with field teams, manufacturing, engineering, supply chain, and security to improve repair performance, hardware availability, and operational accountability.

We are seeking a senior technical leader with a strong hardware background, practical understanding of server diagnostics and repair, and software experience to help build and improve operational tools. This individual will oversee global repair operations, establish standard methodologies, and drive the development of software systems, integrations, and automation to improve repair workflows, asset tracking, and inventory accuracy, while using repair insights to help reduce annualized hardware failure rates.

This role will own asset management across all repair centers, establishing consistent controls for hardware tracking, spares inventory, asset movement, and vendor returns. It will also use field failure trends, diagnostic findings, and repair outcomes to drive improvements with manufacturing, hardware engineering, and vendors, strengthening diagnostics, repair procedures, and product serviceability while reducing repeat failures and unnecessary replacement costs. Success requires technical judgment, cross-functional leadership, and the ability to drive consistent execution through existing Data Server Ops resources.

Key Responsibilities

Global Asset Management and Operational Governance

• Own the global asset management framework for On-Site Repair, establishing consistent requirements for hardware receipt, storage, allocation, movement, repair, return, and disposition.
• Define responsibilities, handoffs, approval requirements, and escalation paths across field service teams, repair operations, supply chain, vendors, and supporting functions.
• Drive adoption of global standards through existing site resources, addressing regional requirements and resolving gaps in ownership or execution.

Asset Tracking and Inventory Controls

• Establish controls to maintain accurate records of hardware part numbers, serial numbers, locations, condition, ownership, and custody throughout the repair lifecycle.
• Define receiving, check-in, issuance, transfer, and reconciliation procedures that connect physical hardware movements with inventory records and repair transactions.
• Establish cycle-count schedules and reconciliation requirements based on asset value, operational criticality, and inventory risk. Investigate discrepancies, assign corrective actions, and verify closure.
• Maintain visibility into serviceable, failed, under-repair, in-transit, quarantined, and return-pending inventory to prevent duplicate orders, misplaced assets, and unsupported inventory adjustments.

Spare-Parts Planning and Availability

• Develop spare-parts stocking strategies using installed hardware populations, failure trends, repair demand, supplier lead times, warranty coverage, and service requirements.
• Define minimum stock levels, reorder points, replenishment triggers, and escalation thresholds in partnership with supply chain and site operations.
• Review shortages, consumption trends, and excess inventory across locations; coordinate transfers and replenishment to improve availability and reduce unnecessary purchases.
• Identify aging and obsolete inventory and coordinate approved reuse, vendor return, or disposition with accountable stakeholders.

RMA and Vendor Return Management

• Own the standard RMA workflow from failed-part identification and warranty verification through return authorization, shipment, vendor receipt, and replacement or credit reconciliation.
• Establish requirements for return documentation, packaging, shipment tracking, and proof of receipt to protect hardware and support vendor claim resolution.
• Monitor open and overdue RMAs, investigate stalled transactions, and drive resolution with vendors, logistics partners, and site teams.
• Identify recurring return failures, missed warranty recovery, and avoidable replacement costs; implement corrective actions with the responsible functions.

Security, Chain of Custody, and Compliance

• Partner with Security and other policy owners to translate approved requirements into practical controls for hardware storage, access, movement, and vendor returns.
• Establish documented custody handoffs and supporting records for transfers between repair stations, storage locations, logistics providers, and vendors.
• Ensure workflows include required sanitization verification, release approvals, and disposition evidence before affected hardware leaves controlled custody.
• Escalate missing assets, unauthorized movements, and control failures through established channels; coordinate remediation and retain evidence for review.

Site Readiness and Process Adoption

• Define asset and inventory readiness requirements for new repair locations, including storage controls, tracking-system access, receiving processes, spare-stock availability, and return logistics.
• Develop operating procedures, training materials, and job aids that enable consistent execution by existing Data Server Ops personnel.
• Assess site readiness and process adherence, document gaps, and coordinate corrective actions with regional and site leaders.
• Guide site teams through complex inventory and return exceptions while maintaining clear local execution ownership.

Performance Reporting and Financial Accountability

• Establish common metric definitions and reporting for inventory accuracy, spare availability, stockouts, RMA cycle time, overdue returns, inventory loss, and excess inventory.
• Build reporting that connects asset records, repair activity, and vendor transactions to expose operational risks and required decisions.
• Partner with Finance and supply chain to reconcile inventory adjustments, vendor credits, warranty recovery, and replacement spending.
• Present performance trends, root causes, corrective actions, and improvement opportunities to leadership.

Process Improvement and Systems Enablement

• Identify recurring failures in asset tracking, replenishment, and returns; lead improvements that address root causes across locations.
• Define requirements for inventory systems, workflow integrations, and automation that reduce manual entry and improve transaction accuracy and traceability.
• Partner with system owners and site users to validate changes, support adoption, and measure results.
• Maintain controlled procedures and incorporate lessons from audits, incidents, vendor performance, and site feedback.

Core Responsibilities Planning and Execution

• Lead global initiatives from requirements through implementation, defining milestones, dependencies, accountable owners, and measurable outcomes. Resolve delivery risks and escalate decisions that require leadership action.

Problem Solving and Judgment

• Analyze operational and financial data to resolve complex inventory, availability, and return issues. Balance service continuity, asset protection, cost, and policy requirements when recommending action.

Knowledge Sharing and Development

• Provide subject-matter guidance on asset management, spares controls, and reverse logistics. Coach site contacts and build the operational knowledge needed to sustain consistent practices as the repair network expands.

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $69,400 to $148,300 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.

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