Customer Success (Optimization) Engineer

Job Summary:

Predominantly field‐based role, supporting customer engagements including customer training, product deployment, sustained product adoption & local operations training. The Customer Success Engineer (CSE) will engage with customer‐side experts prior to and during implementation, in addition to supporting collection of deployment metrics and feedback. The role will provide frontline digital drilling solutions support and be able to escalate issues when required based on well‐defined processes. The role involves communicating with internal teams and customers daily

The Customer Success Engineer will be a member of the appropriate Customer Success Pod and work closely with Product Line, Field Engineering & local operations. It is essential that the person in this role is very familiar with drilling practices and can determine items of concern with our product outputs and general concerns based on the available real‐time drilling data. This role will be the interface between the Customer Success Pod and local operations, providing additional specialized Max knowledge for early deployments & trials.

RESPONSIBILITIES/ACCOUNTABILTY & AUTHORITY:

• Observe and adhere to company health & safety guidelines and contribute to a healthy and safe working environment.

• Set a good example to colleagues by completing all necessary Company documentation punctually and in accordance with any guidelines or schedules issued (including Time Sheets, Staff Expense Claims, site reports, etc.).

• Provide reports during and after operations

• Advise on drilling process optimizations

• Participate in survey, installation and commissioning activities

• Prepare case histories, technical articles and support sales technically

• Beta digital product deployment support

• Customer‐facing digital product training & support

• Digital product training & support to internal teams

• Escalation of issues to internal teams and customers

• Assisting with solution troubleshooting

• Providing support for custom customer solutions

• Provide clients Training on Applications operation.

• Comply with all NOV Health, Safety and Environment procedures and policies

• Ability to work alone and be a team player.

• Must be prepared for international travel

• The above list is not exhaustive, and the individual may be required to carry out other tasks that Management feel are considered reasonable within the context of this role.

BEHAVIORAL SKILLS/COMPETENCIES & EXPERIENCE REQUIRED:

• Flexible approach to work and be prepared to work extra hours as and when required.

• Must be self-motivating individual, strong interpersonal and leadership skills.

• Proven ability to organize own workspace, ability to prioritize tasks effectively.

• Strong colleague/ customer /subcontractor interfacing skills.

• Team player, but willing to accept responsibility.

• Positive attitude, enthusiastic and honest.

• Highly motivated and uses initiative.

• Able to participate in a successful, committed and highly motivated team

• 4 years’ experience in the Oil & Gas Industry, namely mudlogging, MWD, directional drilling or drilling engineering

• An excellent understanding of drilling‐related data

• Experience using real‐time data systems

• Proficient in Microsoft Office

• Advanced communication skills

• Advanced troubleshooting & problem‐solving skills

• Ability to provide analytical reports and concise feedback

Qualifications: (Education/No. of Years of Experience):

• BSc – engineering degree related to Oil & Gas industry (petroleum, drilling, geology, etc.)

• 4+ years of experience in the Oil & Gas Industry, namely mudlogging, MWD, directional drilling or drilling engineering

• Experience of engaging with customers in a pressured environment

• Excellent verbal and written communication skills

• Fluent in use of MS-Office products, especially Word, Excel and PowerPoint