PRIMARY RESPONSIBILITIES - Coordinate the activities of staff including training, employee development, performance evaluation, hiring decisions, and the establishment of goals and performance objectives for assigned department.
- Provide continual evaluation of department processes, methods, and activities to assure the most effective use of resources and equipment.
- Provide technical support to Aftermarket and external customers relating to NOV products and services.
- Ensure data held within tracking system and document handling system is accurate and up to date.
- Interface with Customers, participate in customer meetings where needed and internally with the Sales, Engineering, Workshop and Rentals Departments.
- Ensure job documentation is processed in a timely manner and ensuring prompt and satisfactory job closure.
- Perform other work-related tasks as assigned.
- Comply with all NOV Company and HSE policies and procedures
- Knowledge, understanding and following governing Rules & Regulations. (e.g. DNVGL)
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FACILITY/ GROUP SPECIFIC RESPONSIBILITIES - Build a global team subject matter experts (SMEs) to support assigned product groups. 24/7
- Plan and supervise goal oriented training and development programs for Tier 2 technicians/engineers to improve product knowledge and cross-discipline troubleshooting.
- Independently resolve a wide variety of technical issues by using current job knowledge, individual research and external resources.
- Approve formal Technical Reports; or perform final technical review / approval. Prepare Executive Reports and Event Reports.
- Perform formal feedback to Product Engineering of global product or component performance and reliability related to design, maintenance, or operations
- Perform product notification review (PIB, PIN, etc.), plan for release and supporting implementation.
- Be proactive in development and promotion of NOV monitoring, logging, remote support services and customer interaction methods or technologies.
- Approve for release- reports with damage assessments and recommended corrective / maintenance action based on customer and field service reports, and data from NOV logging or monitoring systems.
- Coordinate with internal and external specialists to support complex issue resolution. Cooperate with other business lines to provide the customers “Service Above All”
- Ensure close relationships and communication loops with Global Product Engineer and Product Engineering departments.
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EDUCATION AND EXPERIENCE QUALIFICATIONS - Technical diploma or equivalent combination of education and experience.
- 6+ years of relevant work experience- Field Service, I&C, Technical Support, eHawk, Field Engineer, AM Projects
- Skilled in technical report writing, including formatting and editing.
- Possess strong customer service skills.
- Ability to technically lead a multinational team across all time zones.
- Excellent communication skills (written and oral).
- Able to read, with mastery, mechanical, electrical, and hydraulic drawings.
- Able to track / supervise a multitude of diverse issues across technical disciplines.
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JOB REQUIREMENTS - Ability to pass a background check & drug screening.
- Evaluate technical issues, monitor Shift Leaders in their assignment of SMEs as “ticket responsible” for technically complexity, urgent or politically sensitive issues.
- Summarize critical events and keep senior management informed of issues and escalation.
- Understand Business Rules and monitor prioritization to ensure customer response times.
- Supervise shift assignments to maximize technical coverage
- Monitor shift hand-overs to ensure effective coordination in issue handing.
- Ensure Tracker ticket data remains updated, technically complete and correct at all times.
- Monitor volume and nature of support requests, and adjust staffing to meeting global demand and response time requirements.
- Maintain and improve feedback loop to Sr Technical Support Managers and Product Engineers to enhance ‘design for reliability’ programs.
- Create and run customized reports to analyze operations. Create, store, and find documents in Rig Office and Team Centre. Run reports in KRONOS, Glovia.
- Verify work is performed according to quality management system, in accordance with ISO 9001:20xx and NOV BPM website; remain integrated into each facility’s ISO certification. Use PIMS system effectively.
- Understand NOV Rig Systems and Aftermarket task organization; work with key managers and supervisors to maximize results.
- Enforce NOV approved practices for preparing for, executing or supporting remote upgrades.
- Understand the principles of NOV equipment taxonomy, failure modes and fault-finding techniques.
- Employ common root cause analysis (RCA) methods such as 5WHY’s and Fishbone to perform fault finding
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BEHAVIORAL COMPETENCIES - Action orientated.
- Analytical, Organized, Sets Priorities and has Process Management Skills
- Thrives in kinetic, dynamic work environment.
- Strong Customer Focus and are driven by customer satisfaction
- Coaching and training skills
- Effectively utilize interpersonal skills when working with multinational team.
- Ability to motivate and influence others
- Acts with honor; strong sense of ethics. Never walk past a problem.
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TECHNICAL COMPETENCIES - MS Office products (Word, Excel, PowerPoint, Project)
- Preferred experience in Reliability, Availability, Maintenance and Safety (RAMS) and application of Failure Mode, Effects, and Criticality Analysis (FMECA) strategies for predictive maintenance (PM) and corrective maintenance optimization.
- Deep knowledge of all disciplines; mechanical, hydraulic, electrical or controls, related to design, operations and maintenance of specific families of NOV Rig Systems equipment.
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