Job Description

NOV's Rig Technologies business segment makes and supports the worlds most advanced drilling solutions. With a long history of manufacturing advanced drilling equipment packages (top drives, iron roughnecks, drawworks, BOPs, and risers) as well as complete land rigs, we're constantly working to solve our customers operational challenges. We're designing new technology and robotics that deliver increased automation; expanding our training offerings to help our partners close the industry's generational gap; and developing smarter, more advanced drilling solutions for all types of land and offshore environments.

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's Aftermarket Technical Equipment Support Servicies (T.E.S.S.) Tier 1 Department is currently recruiting for a Tier 1 Coordinator to join our team at our Bammel facility.

PRIMARY RESPONSIBILITIES

* Answering calls from customers to address their needs, complaints, and or potential issues with products or services.
* Communicating with customers on service requests.
* Utilizing software, databases, scripts, and tools appropriately.
* Responding efficiently and professionally to callers, explaining possible solutions, and elevating calls to Centers of Excellence as needed.
* Work with warehouse department to arrange for necessary parts to be shipped for respective service call.
* Work with Service Coordinator to arrange for service personnel to be available for the
respective service call.
* Liaise with customer regarding quotations and invoicing queries.
* Work with Service Manager to prioritize service calls.
* Perform other work-related tasks as assigned.
* Comply with all NOV Company and HSE policies and procedures.

FACILITY/GROUP SPECIFIC RESPONSIBILITIES

* Enforce Tier 1 standardized processes for issue handling and documentation, for internal and external customers alike, for assigned products to support a global customer base.
* Collaborate closely with Regional Aftermarket groups (Service, Condition Based Monitoring, Spares, Repair, etc.) to understand internal and external customer requirements and response times.
* Process inquiries coming into the Aftermarket group, obtaining required information from customers on inquiries and assess whether this can be solved as a Tier 1 request.
* Redirect inquiries to the correct recipient and NOV Aftermarket entity.
* Collaborate with other departments and locations in connection with customers and
administrative tasks.
* Identify and provide customer with requested drawings according to NOV policy.
* Verify warehouse/spare parts availability outside office hours of urgent spare
parts requests according to NOV policy.

EDUCATION & EXPERIENCE QUALIFICATIONS

* High School Diploma or GED Equivalent
* 3-5 years experience in manufacturing environment preferable
* Higher education degree desirable

JOB REQUIREMENTS

* Customer Service and/or Call Center experience preferred

JOB REQUIREMENTS

* High school diploma
* Customer Service and/or Call Center experience preferred

BEHAVIORAL COMPETENCIES

* Customer Focus
* Goal driven
* Organization, Priority Setting and Process Management Skills
* Ability to work on multiple tasks simultaneously and in a fast paced, potentially high stress
environment
* Effective communication
* Teamwork- Work effectively with other coordinators to assist customers.
* Give and receive feedback in a constructive manner

TECHNICAL COMPETENCIES

* MS Office products
* Experience with order management tools is preferred
* Technical expertise and/ or documentation knowledge will be regarded as an asset