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 …

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