Responsibilities:
Respond to technical queries submitted to their dedicated (primary and back-up) help desk within the specified Service Level Agreement (SLA) framework.
Conduct necessary follow-ups to queries answered to verify the effectiveness of the answer/solution provided.
For queries submitted not through the dedicated channel, work with submitters to capture them in the Help Desk system.
Capture solution/feedback provided to queries answered in the Help Desk system, including for queries submitted not through the dedicated channel.
Promote the use of existing documentations, techniques and knowledge captured earlier in answering technical queries.
Conduct regular (e.g quarterly) analysis of the support requests answered to identify area of improvements required across the organization.
Share analysis above with the relevant stakeholders: collaborate and own implementation of agreed follow-up action(s).
Conduct regular global webinars of selected subject(s) with the relevant teams across the region - to introduce new technologies, refresh specific topics, share lessons-learnt, etc
Be familiar with new technologies being commercialized – to enable providing first line support.
Generate the content of Technical Bulletins/HSE Alerts and work with Documentation Specialist to publish them.
Working with Documentation Specialist, generate new and/or update existing documentations to capture knowledge and best practices in the organization, including but not limited to those resulting from queries answered.
For their portfolio - working with Documentation Specialist, publish an annual update of their primary documentation, such as Field Service Manual and/or Troubleshooting guideline (the latter specifically for surface equipment).
Deliver technical training – such as those which are part of NAVIGATE – both those delivered in person, as well as those delivered online and those codified as Technology-Based Training (TBT)
Ensure the training material for their portfolio are up-to-date, incorporating knowledge captured through Help Desk queries answered, and in-line with latest revision of published documentation.
Required Skills and Qualifications:
Bachelor (or higher) degree in any Science/Engineering discipline.
Minimum 5 years working experience in the specific discipline/area of the help-desk to man: ESP Application Engineering, ESP Field Service, or ESP Surface Equipment (VSD) commissioning, operation & troubleshooting.
For ESP Application Engineering – preference is for candidates with working knowledge of difficult applications – including but not limited to gassy wells, wells producing high quantity of abrasives and/or scales and/or corrosives, and/or deep and/or high temperature wells
For ESP Field Service - preference is for candidates with working knowledge of wide-range of downhole completions, including but not limited to ESP packers, Y-tool, and dual completion
For ESP Surface Equipment (VSD) - preference is for candidates with working knowledge of commissioning, operation & troubleshooting of at least 1 brand of VSD currently deployed by APC
Working knowledge of Office suite applications.
Excellent English written and verbal communication skills.
