Role:Freelance - Senior Oracle CRM EBS Service Techno Functional Consultant
Company Name : WillWare Technologies
Work Model : Remote / Contract
Experience : 7+ Years
Job Description :
Job Summary:
As a Senior Oracle EBS Service Techno Functional Analyst, you will optimize clients Medical's after-sales processes within Oracle E-Business Suite (EBS) 12.2.11, focusing on Depot Repair, Service Contracts, Install Base, and Enterprise Command Center (ECC) modules. This role ensures accurate Oracle Depot Repair fulfillments, Service contract management, asset tracking, and service analytics for regulated medical devices in a medtech environment. You'll integrate L1/L2 support duties into the POD, collaborate with Salesforce Service Cloud and SCM teams, and drive automations/AIOPS to enhance customer service efficiency and reduce costs year-over-year.
Qualifications:
- 7-10 years of techno functional experience with Oracle EBS Service modules (Depot Repair, Service Contracts, Install Base, ECC) in 12.x on-premises environments.
- Experience with Oracle Inventory, Order Management, WIP, AR, and GL.
- Strong understanding of end-to-end service flows, including integrations with CRM (e.g., Salesforce Service Cloud), ERP modules, and asset management in regulated industries like healthcare/medtech.
- Experience supporting Salesforce CRM integrations with Oracle EBS.
- Experience in SQL / PL-SQL troubleshooting supporting Oracle EBS Service Modules.
- Ability to troubleshoot complex functional and data issues across integrated systems.
- Proficiency in configuration tools (Depot Repair setups, Service contract setups, Install Base setups, ECC queries), workflow customizations, and troubleshooting (entitlement checks, asset updates).
- Familiarity with ITIL processes (incident, problem, change management) and ITSM tools for ticket handling.
- Knowledge of healthcare standards (FDA traceability, PHI handling) and ISO 27001 controls (e.g., access/logging in service data).
- Excellent analytical and communication skills; ability to translate business needs into technical solutions empathetically, focusing on impacts.
- Bachelor's degree in Business, IT, or related field.
Responsibilities:
- 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.
