Customer Repair Representative

Job Title

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.

Primary Responsibilities

• Answering calls from customers to address their needs, complaints, and or potential issues with products or services.
• Communicate 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.
• Comply with all NOV Company and HSE policies and procedures.
• Perform all other duties as assigned.

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

• Must possess a high school diploma, GED, or equivalent combination of education and experience.
• Preference will be given to candidates with experience working with BOP Controls Equipment.
• Minimum 2-year experience, preferably in a manufacturing setting.
• Computer experience/proficiency required - Microsoft Office knowledge is required.

Job Requirements

• Ability to pass a drug screen & background check.
• Must be able to work on multiple tasks simultaneously and in a fast paced, potentially high stress environment.
• Superior interpersonal and communication skills.
• Ability to meet or exceed standards as established by the department.
• Ability to drive issues to closure and get job done in professional and compliant manner.
• Attention to detail and a commitment to quality.
• Able to work well in a team environment as well as self-directed when working independently.
• Ability to adapt and be cross-trained to learn all job duties.

Competitive Benefits

• 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.
• 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.

Job Info

• Job Identification 40682
• Job Category Customer Service
• Locations 5100 North Sam Houston Parkway West, Houston, TX, 77086, US