Customer Support Coordinator

About NOV and Rig Technologies

NOV is a leading provider of technology, equipment, and services to the global oil and gas industry that supports customers’ full-field drilling, completion, and production needs. Since 1862, NOV has pioneered innovations that improve the cost-effectiveness, efficiency, safety, and environmental impact of oil and gas operations. We're continually pushing our own standards higher to deliver the safest, most efficient, and most reliable drilling solutions in the world. Join us as we continue to power the industry that powers the world.
NOV Rig Technologies makes and supports the world’s most advanced drilling solutions. To learn more about Rig Technologies products and services, please visit us at https://www.nov.com/about/our-company-structure/rig

JOB SUMMARY
    
NOV Aftermarket’s global entry point group is looking for a passionate & detail-oriented Customer Support Coordinator to join our Technical Services team at our Bammel facility.

Tier 1 Coordinators are part of our global team, responsible for processing incoming requests, as the first interaction point for our customers regarding inquiries pertaining to their NOV products and services. Coordinators will utilize available knowledge tools and ticketing systems to support the business needs. The ideal candidate should demonstrate the ability to deliver exceptional interactions with our external & internal stakeholders, strong attention to detail, & a proactive approach to problem-solving.

PRIMARY RESPONSIBILITIES

• Answer and respond to calls from customers efficiently and professionally, explaining possible solutions, and elevating calls to aftermarket business lines as needed
• Communicating with customers via email/CRM regarding their requests
• Utilizing software, databases, scripts, and other resources to properly assess & route incoming requests to the appropriate Business Lines. Obtaining additional information as required
• Working with warehouse department to arrange for necessary parts to be shipped on urgent orders.
• Alerting Service, Spare Parts or Technical Support departments to Rig Down / Urgent requests, especially After Hours
• Comply with all NOV Company and HSE policies and procedures, including adhering to attendance expectations & schedule
• Ensure compliance with all internal and external policies, including legislative, industry, and company standards
• Perform other work-related tasks as assigned

FACILITY/GROUP SPECIFIC RESPONSIBILITIES

• Understand Regional Aftermarket groups (Service, Condition Monitoring, Spares, Repair, Field Engineering etc.), internal and external customer requirements, and response times
• Process inquiries coming into the Aftermarket group, ensuring enough information has been obtained from customers to assess the correct handling &/or routing of the request
• Assign inquiries to the correct Business Line / NOV Aftermarket entity or redirect to the correct NOV segment for handling
• Collaborate with other departments and locations in connection with customers and
  administrative tasks
• Coach and mentor team members supporting internal departmental growth
• Verify warehouse/spare parts availability outside office hours for urgent spare
  parts requests in accordance with Aftermarket Order Management policy

EDUCATION & EXPERIENCE QUALIFICATIONS

• High School Diploma or GED Equivalent (higher education degree desirable)
• 2 plus years experience in relevant business (customer service, sales, procurement, logistics, technical support, administrative support, marketing)
• Experience in manufacturing, oil & gas, or another related environment preferable
• Excellent communication skills, both written and verbal is required
• Demonstrated judgment and decision-making ability
• Adhere to the specified business rules defined for Tier 1
• Ensure Tier 1 standardized processes are followed in accordance with provided documentation & updated instructions, for internal and external customers alike

TECHNICAL COMPETENCIES

• Advanced MS 365 Office product knowledge
• Experience with order management tools is preferred
• Customer Service and/ or Call Center experience preferred
• Technical expertise and/ or documentation knowledge will be regarded as an asset

BEHAVIORAL COMPETENCIES

• Ability to pass a drug screen & background check
• Customer Focus and driven by customer satisfaction
• Creative & proactive, demonstrating initiative to address & solve problems
• Ability to work on a multitude of diverse inquiries ensuring efficient coordination
• Capacity to manage multiple priorities and projects at the same time
• Strong organizational, communication, and time-management skills
• Excellent interpersonal and communication skills
• Ability to drive teamwork between groups and cross functional teams
• Ability to give and receive feedback in a constructive manner
• Attention to detail and a commitment to quality
• Ability to meet or exceed standards as established by the department
• Ability to adapt and be cross trained to learn all job duties

COMPETITIVE BENEFITS: (visit usbenefits.nov.com for more information about our benefits offerings)

• 401(k) Retirement Plan – NOV matches every dollar up to 5% of base pay and overtime for every dollar you invest.
• Competitive medical plans that are effective your date of hire. Visit usbenefits.nov.com/cost-for-coverage for more information.
• FREE MDLIVE virtual visits (when enrolled in an NOV medical plan).
• FREE preventative medical and dental care for the entire family (when enrolled in an NOV medical/dental plan and seeing an in-network physician).
• FREE Basic Life and AD&D insurance at 2 times your annual salary (for full-time employees).
• All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date). Pre-NOV relevant experience (years of service) may be considered for vacation accruals.
• All regular full-time employees receive up to 11 paid holidays per year.