Customer Repair Representative
- Answering calls from customers to address their needs, complaints, and or potential issues with products or services.
- Communicate with customers on service requests.
- Utilizing software, databases, scripts, and tools appropriately.
- Responding efficiently and professionally to callers, explaining possible solutions, and elevating calls to Centers of Excellence as needed.
- Work with warehouse department to arrange for necessary parts to be shipped for respective service call.
- Work with service coordinator to arrange for Service personnel to be available for the respective service call.
- Liaise with customer regarding quotations and invoicing queries.
- Work with Service Manager to prioritize service calls.
- Comply with all NOV Company and HSE policies and procedures.
- Perform all other duties as assigned.
- Enforce Tier 1 standardized processes for issue handling and documentation, for internal and external customers alike, for assigned products to support a global customer base.
- Collaborate closely with Regional Aftermarket groups (Service, Condition Based Monitoring, Spares, Repair, etc.) to understand internal and external customer requirements and response times.
- Process inquiries coming into the Aftermarket group, obtaining required information from customers on inquiries and assess whether this can be solved as a Tier 1 request.
- Redirect inquiries to the correct recipient and NOV Aftermarket entity.
- Collaborate with other departments and locations in connection with customers and administrative tasks.
- Identify and provide customer with requested drawings according to NOV policy.
- Verify warehouse/spare parts availability outside office hours of urgent spare parts requests according to NOV policy.
- Must possess a high school diploma, GED, or equivalent combination of education and experience.
- Preference will be given to candidates with experience working with BOP Controls Equipment.
- Minimum 2-year experience, preferably in a manufacturing setting.
- Computer experience/proficiency required - Microsoft Office knowledge is required.
- Ability to pass a drug screen & background check.
- Must be able to work on multiple tasks simultaneously and in a fast paced, potentially high stress environment.
- Superior interpersonal and communication skills.
- Ability to meet or exceed standards as established by the department.
- Ability to drive issues to closure and get job done in professional and compliant manner.
- Attention to detail and a commitment to quality.
- Able to work well in a team environment as well as self-directed when working independently.
- Ability to adapt and be cross-trained to learn all job duties.
- 401(k) Retirement Plan - NOV matches every dollar up to 5% of base pay and overtime for every dollar you invest.
- Competitive medical plans that are effective your date of hire. Visit usbenefits.nov.com/cost-for-coverage for more information.
- FREE MDLIVE virtual visits (when enrolled in an NOV medical plan).
- FREE preventative medical and dental care for the entire family (when enrolled in an NOV medical/dental plan and seeing an in-network physician).
- FREE Basic Life and AD&D insurance at 2 times your annual salary (for full-time employees).
- All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date). Pre-NOV relevant experience (years of service) may be considered for vacation accruals.
- All regular full-time employees receive up to 11 paid holidays per year.
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