Customer First Specialist
TechnipFMC is a global leader in subsea, onshore/offshore, and surface projects. With our proprietary technologies and production systems, integrated expertise, and comprehensive solutions, we are transforming our clients' project economics. To learn more about how we are enhancing the performance of the world's energy industry, go to www.TechnipFMC.com.
The Customer First Specialist is responsible for taking calls from the customer, asking qualifying questions to determine the scope and requirements of the job. The Customer First Specialist is responsible for submitting requests to the shop, Asset group and Material group for the necessary equipment to be staged on time to ensure that the customer request can be completed within the time frame requested and in accordance to internal and external requirements. The Customer First Specialist will be responsible for customer specific KPI reports. The Coordinator will also verify staged equipment and understand the capacity of the business. The Customer First Specialist is expected to participate in 24 hour call to answer customer requests as needed. The Customer First Specialist is responsible for initiating the request to the Schedulers so they can dispatch the technician appropriate personal for the job. Additional duties include preventative maintenance on equipment and tooling, collection of data related to service execution and compilation of reports for management and customers. A successful Customer First Specialist is a key member of the service leadership team; serving as coach, mentor and subject matter expert on TechnipFMCs' product lines.
Answer all incoming calls from customers requesting service or equipment dispatch to their location
Prepare service call-out documentation (MCS)
Coordinate priorities with Inventory, Shop and Assets to meet customer requirements
Promptly reports any operational problems or safety issues with machinery, tools or equipment to Operations Manager
Compile monthly KPI performance reports for distribution to management and customers
Participates in continuous improvement of the processes and methods to reduce service errors, improve quality, increase on time delivery, and eliminate duplication of effort
Supervises the technical and logistical support for customer locations including administrative functions of scheduling, forecasting, and closing billing activities (UBS) in the field
Markets the Service Department through frequent customer contact on field locations. Participates in presentations and technical discussions when required
Maintains communication with Company Representative(s) on issues including job procedures, spare parts requirements, function fit and critical dimension measurements
Ensures their perspective customers UBS is current
Communicates tooling and job requirements to Schedulers
Serves as the initial point of contact for Service Technicians and customers to facilitate execution of job
Ensures weekly reporting to internal stakeholders drilling/frac activities during productions meetings
Reports, investigates and implements corrective actions for service quality nonconformance's and safety incidents
Oversees the Competence Management Process
High school diploma or GED
1-3 years work-related experience and 1-3 years Supervisory experience
Valid driver's license and must maintain satisfactory MVR in accordance with the FMCSR's and Company Fleet Policy
Demonstrated ability to read, write and speak English
PC Skills with functional knowledge of MS Office products.
Strong organizational skills with attention to detail.
Strong problem solving skills with the ability to develop creative solutions to optimize limited resources.
Must be able to facilitate a team environment with mutual goals and objectives.
Strong written and oral communication skills.
Ability to interface with outside customers in a professional manner
Mechanical Principles and Hydraulic understanding
Vocational or technical training
Associate's degree, vocational or technical school degree
WORK ENVIRONMENT: Outdoor weather conditions including cold, hot, wet, and humid conditions. Requires working near moving mechanical parts. Occasional exposure to fumes, airborne particles, toxic/caustic chemicals. Minimal risk of electric shock. Moderate to very loud noise levels. May require working with explosives (Wireline positions only). Appropriate PPE is provided and required.
PHYSICAL DEMANDS: Standing; Walking; Ability to talk and hear; Use of arms and hands to reach, manipulate with fingers, handle, feel and/or lift no more than 50lbs; Ability to climb, balance, stoop, crouch, crawl; Ability to see close distance, long distance, identify and distinguish colors, observe and area that can be seen up and down or left and right while eyes are fixed on a given point (peripheral), judge distances and spatial relationships, three-dimensional vision (depth perceptions), ability to adjust and focus. Appropriate PPE is provided and required.