Customer Support Coordinator

2 years exp

**Roles & Responsibilities**

**PRIMARY RESPONSIBILITIES**
- Perform Tier 1 standardized processes for issue handling and documentation, for internal and external customers alike, for assigned products to support a global customer base.
- Perform other work-related tasks as assigned.
- Comply with all NOV Company and HSE policies and procedures.

**FACILITY/ GROUP SPECIFIC RESPONSIBILITIES**
- Process inquiries coming into Aftermarket (AM), 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 AM entity.
- Must have in-depth knowledge of Tracker and RigOffice to independently perform their tasks.
- Basic knowledge of NOV products, their Center of Excellence and the NOV organization supporting the product range.
- Collaborate with other departments and locations in connection with customers and administrative tasks.
- Basic understanding of product documentation and use of transmittals.
- Basic skill set to identify and provide customer with requested drawings according to NOV policy.
- Basic skill set verify warehouse/ spare parts availability outside office hours of urgent spare parts requests according to NOV policy.
- Maintain close awareness of Rig Down, Tool Down, HSE and high criticality level Tracker tickets, based on Tier 1 requirements.
- Identify requests that also needs to be handled in NOV quality system and enter into PIMS.

**EDUCATION AND EXPERIENCE QUALIFICATIONS**
- Minimum Diploma in Mechanical / Electrical Engineering or equivalent in relevant fields of study (sales, procurement, logistics, technical, marketing).
- Minimum 2 years relevant experience in relevant business (customer service, sales, procurement, logistics, technical, marketing, service).
- Experience from positions with extensive customer contact.

**JOB REQUIREMENTS**
- 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.
- Adhere to the specified Business Rules defined for Tier 1.
- Perform independent work within the field of study and job tasks assigned.
- Skilled in customer communication, both written and oral.
- Technical understanding (possible ability to learn and understand technical contexts).
- Administrative capabilities (systematic, structured, analytical).
- Comply with NOV and customer cybersecurity policies, adhere to approved remote support and data handling protocol.

**BEHAVIORAL COMPETENCIES**
- Thrive in a hectic environment.
- Focus the customer and are driven by customer satisfaction.
- Industry knowledge and personal qualities will be emphasized.
- Good IT and system understanding.
- Goal driven.
- Organizing, Priority Setting and Process Management Skills.
- Effectively utilize interpersonal and consensus building skills.
- Ability to motivate and influence others.
- Ability to work on multiple tasks simultaneously and in a fast paced, potentially high stress environment.
- Effectively communicates with customers; manages customer expectations.
- Acts with honor; strong sense of ethics. Never walk past a problem.

**TECHNICAL COMPETENCIES**
- MS Office products (Word, Excel, Powerpoint).
- Trained and experienced in Order management tools and their use.
- Advanced user in Tracker, RigOffice, Glovia and other systems defined for use in Order Management, procedures and Business Processes. Experience from working within similar IT-systems and ability to learn can compensate for knowledge of NOV Systems.
- Technical expertise and/ or documentation knowledge will be regarded as an asset.
- Preferred expertise is to be able to understand and read a product’s drawing, search for spare parts based on BOM.
- Ability to diagnose and troubleshoot basic technical issues based on User manual.

NOV RIG SOLUTIONS PTE. LTD.