Lead Support Centre Engineer

Job Description The Lead Support Centre Engineer will provide technical support via calls and email for NOV M/DTotco Drilling Instrumentation systems, sensors, and visualization solutions. The role involves troubleshooting technical issues, assisting with product installation and configuration, and ensuring timely and effective resolution of customer queries. Strong communication skills and a deep understanding of drilling instrumentation technology are essential.

Responsibilities

• Answer incoming calls in a professional and courteous manner.
• Thoroughly document and escalate potential problems via helpdesk support software and phone system.
• Create and maintain Standard Operating Procedure.
• Perform other work-related tasks as required and as assigned.
• Comply with all NOV company and HSE procedures and policies.
• Document and escalate potential problems via helpdesk system.
• Use helpdesk, tracking system and website information to ensure all customer data is up to date.
• Have an awareness of information security when working on and with customer information.
• Monitor and maintain computer systems and complex networks.
• Diagnose hardware/software issues.

Requirements

• Bachelor's degree in engineering (Electrical/Electronics/Instrumentation).
• Minimum of 10 years' Experience with M/D Totco Sensors, Drilling Instrumentation and visualization technologies.
• A record of successful resolution of customer support issues as an individual contributor.
• A willingness to dive into customer support and technical issues as part of maintaining the skills necessary to manage and advocate solutions.
• Experience with Zendesk and Jira ticketing System.
• Excellent written and oral communication.
• Detail orientated with the ability to provide analytical reports and concise feedback.

About Us Every day, the oil and gas industry’s best minds put more than 150 years of experience to work to help our customers achieve lasting success.

We Power the Industry that Powers the World Throughout every region in the world and across every area of drilling and production, our family of companies has provided the technical expertise, advanced equipment, and operational support necessary for success—now and in the future.

Global Family We are a global family of thousands of individuals, working as one team to create a lasting impact for ourselves, our customers, and the communities where we live and work.

Purposeful Innovation Through purposeful business innovation, product creation, and service delivery, we are driven to power the industry that powers the world better.

Service Above All This drives us to anticipate our customers’ needs and work with them to deliver the finest products and services on time and on budget.