Customer Repair Representative

NOV • Houston, TX

374d

About The Position

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. To learn more about Rig Technologies products and services, please visit us at https://www.nov.com/about/our-company-structure/rig.

Requirements

• Must possess a high school diploma, GED, or equivalent combination of education and experience.
• Minimum 2-year experience, preferably in a manufacturing setting.
• Computer experience/proficiency required - Microsoft Office knowledge is required.

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.
• 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.

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 cover your entire family (yourself, eligible spouse, and eligible children) as of your first date of hire for as little as $139 per pay period (bi-weekly).
• 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 (for full-time employees).
• All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date).
• All regular full-time employees receive up to 11 paid holidays per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Machinery Manufacturing
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees