Customer Engagement Coordinator

Overview

The Customer Engagement Coordinator serves as the primary contact for customers within Product Line operations, ensuring high-quality support throughout service delivery. The role focuses on driving contract revenue, profitability, and managing receivables by establishing a professional relationship with customers and leveraging customer knowledge to enhance contract value for both the company and the client.

Key Duties

• Maintain and update customer activity records within business systems for service delivery transparency.
• Internally communicate important customer insights.
• Gather and confirm job-specific customer requirements.
• Contribute to the Account Plan by identifying potential product line and cross-product sales opportunities beyond existing contracts.
• Prepare and review cost estimates to support technical proposals.
• Evaluate job risks during the review of customer requirements.
• Participate in briefing and debriefing sessions with the Product Service Delivery team to ensure objectives are aligned with customer needs.
• Advise customers on mitigations to reduce the impact of unplanned events.
• Ensure timely and accurate delivery of job-related outputs.
• Manage customer service quality meetings and support customer reviews of service quality events.
• Analyze customer feedback from satisfaction reports and performance evaluations.
• Review the accuracy and completeness of field tickets.
• Resolve invoice disputes proactively related to product and service delivery concerns.

Specialized Expertise

• Experience with Jet Pump systems and well optimization, including downhole and surface equipment in the upstream oil and gas sector.
• Proficient in designing, operating, and troubleshooting jet pump applications to enhance production efficiency and artificial lift system performance.
• Supervise well intervention processes including installation, dismantling, and assembly of jet pump systems.
• Prepare comprehensive technical documentation and effectively manage KPIs.
• In-depth understanding of jet pump technology, fluid dynamics, and operational principles to perform root cause analyses and devise action plans.

Additional Information

This role supports and promotes equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, or other legally protected characteristics.