Embedded Customer Support Engineer

About Sensia

We bring together the best of the best: the pioneering process automation, real-time control and IoT technologies of Rockwell Automation, combined with the unmatched measurement and instrument, software and analytics capabilities of Schlumberger. Sensia is further strengthened by the oil and gas domain expertise and artificial lift experience shared by Rockwell Automation and Schlumberger. The result is Sensia – the leading automation specialist in oil and gas production, transportation and processing with a team of more than 1,000 experts serving customers globally in more than 80 countries. As the first fully integrated oilfield automation solutions provider, Sensia makes the production, transportation and processing of oil and gas simpler, safer, more secure, more productive and better understood from end to end. Now every oil and gas company can experience the advantages of industrial-scale digitalization and seamless automation, enabling each asset to operate more productively and more profitably.

We are also looking for the best of the best to join our team. If you have top-tier talent with a collaborative mindset, exceptional problem-solving skills, and the ability to generate innovative, out-of-the-box solutions. We would love to have you join our team!

Job Description

General overview

This position will focus on helping our customers and partners realize the digitalization and automation of the oil field and remain competitive as we jointly participate in the 4th Industrial Revolution. Primary focus will be ensuring our customer’s success with daily focus, tracking, and swift responses to issues regarding Sensia products or services. This position will directly solve many challenges, but will also require internal engagement to get the correct people involved to drive for positive outcomes.

This position will reside on site, full time at the appointed customer location.

The position advocates for the customer while ensuring proper judgement related to possible corrective actions. Additionally, this role seeks to provide advanced notice to Sensia functions regarding future business impacts, allowing Sensia to be better prepared and more likely to achieve expedient responses to ever changing customer business conditions.

This role will initially concentrate on the Lift Control Systems business (VFDs and associated equipment for artificial lift) but will eventually expand to other product lines within Sensia.

Roles and responsibilities

• Reside on site at the appointed customer location.
• Quickly respond to customer challenges either directly or by redirecting internally to the proper people or teams.
• Amplify the voice of the customer
• Log technical issues in the Sensia ticketing system enabling continuous improvement and faster issue resolution as the database is populated.
• Build lasting relationships, both internal and external based on trust established by a nearly perfect say:do ratio.
• Identify challenges and improve Sensia’s accuracy of understanding the challenges.
• Apply quality principles to accelerate the speed of problem definition, root cause analysis, drive for corrective actions and measure to ensure actions are sustained.
• Create a “raving fan customer”
• Work cross functionally with the Business Unit, Quality, Engineering, Production and Service/Support functions.
• Create technical notes and success stories.
• Has authority to make on the spot customer care decisions, then tracks and reports decisions and concessions
• Occasionally travel to customer sites to gain better understanding of issues and challenges.
• Maintain availability to the assigned customer, which includes periodic nights and weekends (i.e. on call).