Principal Support Engineer

Oracle•Nashville, TN

10d•$69,400 - $148,300

About The Position

The Principal Support Engineer will lead Oracle’s Global On-Site Repair operations, asset management, and systems enablement for hardware repair centers worldwide. The role establishes consistent processes, systems, controls, and operating standards for repair execution, asset tracking, spare-parts inventory, and vendor returns. The leader works with field teams, manufacturing, engineering, supply chain, security, vendors, and existing Data Server Ops resources to improve repair performance, hardware availability, and operational accountability. The position owns the global asset-management framework across repair centers, including controls for hardware receipt, storage, allocation, movement, repair, return, and disposition. It uses field failure trends, diagnostics, and repair outcomes to drive improvements in diagnostics, repair procedures, and product serviceability, with the goals of reducing repeat failures, annualized hardware failure rates, unnecessary replacements, and costs. The role also defines requirements for inventory systems, integrations, and automation, and develops procedures and training to support consistent site execution. The position requires technical judgment, cross-functional leadership, a strong hardware background, practical understanding of server diagnostics and repair, and software experience to help build and improve operational tools. The role analyzes operational and financial information, manages complex inventory and return issues, and presents performance trends, root causes, corrective actions, and opportunities to leadership.

Requirements

Strong hardware background.
Practical understanding of server diagnostics and repair.
Software experience to help build and improve operational tools.
Technical judgment and cross-functional leadership.
Ability to lead global initiatives from requirements through implementation and manage milestones, dependencies, risks, owners, and outcomes.
Ability to analyze operational and financial data and resolve complex inventory, availability, and return issues.
Ability to drive consistent execution through existing Data Server Ops resources.

Responsibilities

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, accounting for regional requirements and resolving ownership or execution gaps.
Establish controls and procedures for accurate hardware records, including 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; investigate discrepancies, assign corrective actions, and verify closure.
Maintain visibility into serviceable, failed, under-repair, in-transit, quarantined, and return-pending inventory.
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 with supply chain and site operations.
Review shortages, consumption trends, and excess inventory; coordinate transfers and replenishment to improve availability and reduce unnecessary purchases.
Identify aging and obsolete inventory and coordinate approved reuse, vendor return, or disposition.
Own standard RMA workflows from failed-part identification and warranty verification through authorization, shipment, vendor receipt, and replacement or credit reconciliation.
Establish return-documentation, packaging, shipment-tracking, and proof-of-receipt requirements.
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.
Partner with Security and policy owners to apply approved controls for hardware storage, access, movement, and vendor returns.
Establish documented custody handoffs and records for transfers between repair stations, storage locations, logistics providers, and vendors.
Ensure workflows include required sanitization verification, release approvals, and disposition evidence before hardware leaves controlled custody.
Escalate missing assets, unauthorized movements, and control failures; coordinate remediation and retain evidence for review.
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 for 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 local execution ownership.
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 decisions required.
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.
Identify recurring failures in asset tracking, replenishment, and returns, and lead root-cause improvements across locations.
Define requirements for inventory systems, workflow integrations, and automation to reduce manual entry and improve 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.
Lead global initiatives from requirements through implementation, defining milestones, dependencies, accountable owners, and measurable outcomes; resolve delivery risks and escalate decisions requiring leadership action.
Analyze operational and financial data to resolve complex inventory, availability, and return issues, balancing service continuity, asset protection, cost, and policy requirements.
Provide subject-matter guidance on asset management, spares controls, and reverse logistics; coach site contacts and build operational knowledge to sustain consistent practices as the repair network expands.