Principal Support Engineer

Oracle•Nashville, TN

About The Position

Oracle is seeking a senior technical leader for Global On-Site Repair Operations, Asset Management, and Systems. The role supports hardware repair operations for strategic customers worldwide and partners with field teams, manufacturing, engineering, supply chain, and security to improve repair performance, hardware availability, and operational accountability. The position oversees global repair operations and establishes consistent methodologies, controls, and systems for repair execution, asset management, spare-parts inventory, and vendor returns. It combines a strong hardware background and practical server diagnostics and repair knowledge with software experience to develop and improve operational tools, systems, integrations, and automation. The role uses field failure trends, diagnostic findings, and repair outcomes to strengthen diagnostics, repair procedures, and product serviceability while reducing repeat failures, unnecessary replacements, and annualized hardware failure rates. The role owns asset management across repair centers, including hardware tracking, inventory accuracy, asset movement, chain of custody, and vendor returns. It drives adoption of global standards through existing Data Server Ops resources, helps sites resolve execution gaps, and provides subject-matter guidance so consistent practices can be sustained as the repair network expands. The position also establishes performance reporting and partners with Finance and supply chain on inventory adjustments, vendor credits, warranty recovery, and replacement spending.

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 drive consistent execution through existing Data Server Ops resources.

Responsibilities

Own the global asset management framework for On-Site Repair, including 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 ownership or execution gaps.
Establish controls and procedures for tracking 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.
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, and coordinate approved reuse, vendor return, or disposition of aging and obsolete inventory.
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; monitor open and overdue RMAs and drive resolution of stalled transactions.
Identify recurring return failures, missed warranty recovery, and avoidable replacement costs, and implement corrective actions with responsible functions.
Partner with Security and policy owners to implement practical controls for hardware storage, access, movement, and vendor returns.
Establish documented custody handoffs and records; 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, coordinate corrective actions, and guide site teams through complex inventory and return exceptions while preserving 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 required decisions.
Partner with Finance and supply chain to reconcile inventory adjustments, vendor credits, warranty recovery, and replacement spending; present 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 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 incorporating 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.

Benefits

Medical, dental, and vision insurance, including expert medical opinion.
Short-term and long-term disability insurance.
Life insurance and AD&D; supplemental life insurance for employees, spouses, and children.
Health care and dependent care Flexible Spending Accounts.
Pre-tax commuter and parking benefits.
401(k) Savings and Investment Plan with company match.
Flexible or accrued vacation, depending on employee eligibility and position.
11 paid holidays.
Paid sick leave.
Paid parental leave.
Adoption assistance.
Employee Stock Purchase Plan.
Financial planning and group legal benefits.
Voluntary auto, homeowner, and pet insurance.