Automation Technical Support Expert

NOV is a leading provider of technology, equipment, and services to the global oil and gas industry that supports customers' full-field drilling, completion, and production needs. Since 1862, NOV has pioneered innovations that improve the cost-effectiveness, efficiency, safety, and environmental impact of oil and gas operations. We're continually pushing our own standards higher to deliver the safest, most efficient, and most reliable drilling solutions in the world. Join us as we continue to power the industry that powers the world.

NOV Rig Technologies makes and supports the world's most advanced drilling solutions. To learn more about Rig Technologies products and services, please visit us at https://www.nov.com/about/our-company-structure/rig

PRIMARY RESPONSIBILITIES

• Provide technical guidance to field personnel within the Service group.
• Providing onshore support to our Customers and Service Department relating to products and services.
• Responsible for ensuring data in tracking system is accurate and up to date.
• Interface with Customers and internally with the Sales, Engineering, Workshops, and Rentals Departments.
• Ensure job documentation is processed in a timely manner and ensure prompt and satisfactory job closure.
• Perform other work-related tasks as assigned.
• Comply with all NOV Company and HSE policies and procedures.

FACILITY/ GROUP SPECIFIC RESPONSIBILITIES

• Perform tasks assigned by Automation Performance Center Manager and Automation Subject Matter Experts.
• Provide advanced technical support within the capacity of a 'product family', Technical Specialists are assigned to a 24/7 team who support to global internal and external customer base.
• Receive, analyze, troubleshoot, and resolve client technical issues.
• Within the NOV ticketing system, maintain detailed documentation of client correspondence, update issue details in real time as they evolve. Document method of issue resolution.
• Prepare reports with damage assessments and recommended corrective/maintenance action based on customer provided information and data retrieved from the NOV logging or monitoring systems.
• Utilize various problem-solving methodology to perform root cause analysis (RCA) such as 5 WHYs, Fishbone, etc.
• Follow-up on all assigned client issues until resolved.
• Recognize and report reoccurring product reliability trends that drive customer complaints, increase non-performance time, generate unplanned maintenance or overriding of system alerts or alarms.
• Develop, support and/or participate in goal oriented training and competency development programs to improve product knowledge and cross-discipline troubleshooting.
• Identify, investigate, consolidate, and categorize product reliability trends to support product performance feedback.
• Provide technical content support for formal feedback to Automation Technical Experts and Product Engineering of global product or component performance and reliability related to design, maintenance, or operations.
• Support product notification (PN) review (PIB, PIN, etc.); support PN planning for release. Support / supervise implementation; perform tracking and reporting function.
• Coordinate with other internal and external specialists to support complex issue resolution.
• Cooperate with other business lines to provide the customers "Service Above All".
• Perform other work-related tasks as assigned to the Automation Performance Center.
• Comply with all NOV Company and HSE procedures and policies

EDUCATION AND EXPERIENCE QUALIFICATIONS

• High school diploma or equivalent combination of education and experience.
• 3+ years of relevant work experience.
• Must be able to independently resolve a wide variety of technical issues by using current job knowledge, individual research, and external resources.
• Possess strong customer service skills.
• Ability to work independently and be a team player.
• Be able to manage multiple cases at one time and adapt to shifting priorities.
• Excellent communication skills (written and oral).
• Be able to write technical reports
• Able to read mechanical, electrical, and hydraulic drawings as expert

JOB REQUIREMENTS

• High school diploma or equivalent combination of education and experience.
• 3+ years of relevant work experience.
• Must be able to independently resolve a wide variety of technical issues by using current job knowledge, individual research, and external resources.
• Possess strong customer service skills.
• Ability to work independently and be a team player.
• Be able to manage multiple cases at one time and adapt to shifting priorities.
• Excellent communication skills (written and oral).
• Be able to write technical reports
• Able to read mechanical, electrical, and hydraulic drawings as expert

BEHAVIORAL COMPETENCIES

• Action orientated.
• Analytical, Organized.
• Thrives in kinetic, dynamic work environment.
• Strong Customer Focus and are driven by customer satisfaction
• Acts with honor; strong sense of ethics. Never walk past a problem

TECHNICAL COMPETENCIES

• MS Office products (Word, Excel, PowerPoint, Project)

• Deep knowledge in one of more technical disciplines: mechanical, hydraulic, electrical or controls, as well as deep understanding related to design, operations, and maintenance of specific families of NOV Rig Systems equipment.