Automation Subject Matter Expert
- 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.
- Perform tasks assigned by Automation Technical Services Manager and Automation Technical 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.
- High school diploma or equivalent combination of education and experience.
- 3 - 4 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
- 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
- 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.
- 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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