Coe8 Technical Leader

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)

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.

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.

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

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.

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.