The Role
Provides technical customer support by answering calls, documenting and escalating issues, troubleshooting hardware and software, assisting with product installation and configuration, and monitoring computer systems and networks. Maintains accurate customer information in helpdesk and tracking systems, follows escalation procedures and company HSE policies, and delivers analytical reports and concise feedback. Requires strong communication skills and expertise in drilling instrumentation technology.
Summary Generated by Built In
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.
- Answer incoming calls in a professional and courteous manner.
- Thoroughly document and escalate potential problems via helpdesk support software and phone system.
- Contact on-call based on 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
- Degree in Instrumentation, Electronics Engineering or Equivalent
- 3 to 5 years’ experience in a customer support role
- Experience with M/D Totco data acquisition and visualization technologies strongly preferred
- 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 ticketing System.
- Excellent written and oral communication.
- Detail orientated with the ability to provide analytical reports and concise feedback
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.
Skills Required
- Degree in Instrumentation, Electronics Engineering, or equivalent
- 3 to 5 years of experience in a customer support role
- Experience with M/D Totco data acquisition and visualization technologies
- Successful resolution of customer support issues as an individual contributor
- Willingness to handle customer support and technical issues
- Experience with Zendesk ticketing system
- Excellent written and oral communication skills
- Detail orientation and ability to provide analytical reports and concise feedback
NOV Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NOV and has not been reviewed or approved by NOV.
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Healthcare Strength — Company materials describe comprehensive medical, dental, and vision coverage alongside life/disability insurance, a global EAP, wellness resources, and paid parental leave; the company also states it pays most U.S. health plan premiums, which bolsters perceived value.
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Retirement Support — The 401(k) program features auto‑enrollment, immediate vesting, and ongoing employer contributions; historical filings and comments point to a generally well‑regarded match even as exact formulas can change.
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Leave & Time Off Breadth — Paid parental leave and widely cited decent PTO at hire are complemented by options like experience‑based vacation credit and a flexible holiday, creating a rounded time‑off offering in many U.S. roles.
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The Company
What We Do
NOV delivers technology-driven solutions to empower the global energy industry. For more than 150 years, NOV has pioneered innovations that enable its customers to safely produce abundant energy while minimizing environmental impact. The energy industry depends on NOV’s deep expertise and technology to continually improve oilfield operations and assist in efforts to advance the energy transition towards a more sustainable future. NOV powers the industry that powers the world.
