Automation Subject Matter Expert

PRIMARY RESPONSIBILITIES

• 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.

FACILITY/ GROUP SPECIFIC RESPONSIBILITIES

• 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.
• Perform other work-related tasks as assigned to the Automation Performance Center.
• Comply with all NOV Company and HSE procedures and policies.
• 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”.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• High school diploma or equivalent combination of education and experience.
• 3+ 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

JOB REQUIREMENTS

• High school diploma or equivalent combination of education and experience.
• 3+ 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

BEHAVIORAL COMPETENCIES

• 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

TECHNICAL COMPETENCIES

• MS Office products (Word, Excel, PowerPoint, Proj