Customer Support Supervisor

Overview

The Customer Support Supervisor will lead the Wireline (WLF) aftermarket team, managing customer queries through to equipment collection and invoicing stages. This role oversees the coordination of RFQs, quotations, purchase orders, parts procurement, and documentation with the technical team to ensure proper records and timely delivery across service and rental equipment.

Key Responsibilities

• Engage daily with customers, delivering prompt, courteous, and professional communication.
• Handle Requests for Quotation, prepare rental and service quotes, and track service progress with the workshop team.
• Process Purchase Orders, conduct contract reviews, and issue Order Acknowledgements via the ERP system for rental and service orders.
• Ensure all related documentation is uploaded to ERP and archived on shared drives.
• Maintain and regularly update documentation and tracking spreadsheets related to work orders.
• Create Work Orders and coordinate with the shop team to initiate tasks.
• Track and assign costs accurately to Work Orders and link them to the corresponding Sales Orders.
• Review and close completed Work Orders, prepare them for dispatch and invoicing within the system.
• Monitor Sales and Work Order statuses to guarantee timely completion and high customer satisfaction.
• Coordinate with Spare Parts, Logistics, and Warehouse teams to confirm parts availability and delivery, contributing to spare parts forecasting in strategic planning sessions.
• Collaborate closely with technical personnel to ensure orders fulfill customer specifications on schedule, participating in regular production and client meetings.
• Support the invoicing team in following up on outstanding payments to enhance Accounts Receivable performance.
• Oversee invoicing of dispatched Order Acknowledgements promptly with the invoicing team.
• Conduct periodic customer visits to gather service feedback and identify areas for improvement and business opportunities.
• Assist the WLF group in inventory optimization by monitoring open Work Orders pertinent to Sales & Operations Planning and rental equipment, reviewing FUSE or similar reports with planning.
• Manage rental job lifecycle from order reception through execution, return, and final invoicing, updating rental tracking sheets accordingly.
• Coordinate with quality teams to ensure certifications are prepared in tandem with rental teams.
• Generate Kit Work Orders for service and rental work as needed.
• Initiate Purchase Requests (PRs) when required and update parts status in OMEGA ERP for buy/make decisions.
• Provide backup coverage for the technical project and planning manager as well as spare parts planner when necessary.
• Perform additional duties assigned by the PL Operations Manager to support the business’s operational goals.
• Uphold NOV's Quality, Health, Safety, and Environmental (QHSE) policies and procedures rigorously.

Qualifications and Skills

• Diploma or higher education in accounting or an equivalent field.
• A minimum of one year’s relevant experience is required.
• Advanced capabilities in Microsoft Excel, including formula creation, pivot tables, data analytics, and report generation.
• Proficiency in preparing clear, accurate, and professional reports.
• Strong interpersonal skills enabling effective collaboration with a diverse team.
• Exceptional customer service abilities to professionally manage varied customer personalities and remain composed during disputes or complaints.
• Ability to thrive in a fast-paced, constantly changing, and high-pressure environment.
• Effective organizational and time management skills to juggle multiple priorities and meet deadlines.
• Excellent verbal and written communication skills tailored for effective customer interaction and problem resolution.
• Flexibility to work beyond regular hours as required for urgent or critical customer needs.
• Mandatory in-person presence is required; remote working is not permitted.
• Commitment to visiting the workshop 3-4 times daily for face-to-face meetings with supervisors and team leaders to ensure smooth shop floor operations.
• Understanding of the Wireline business model and ability to adapt to its distinct operational and customer service requirements.
• Strong email management skills, prioritizing and addressing requests efficiently based on urgency and business impact.
• Promptly respond to all internal and external customer inquiries.
• Excellent typing speed and accuracy without the need to look at the keyboard.

Company Information

Our organization brings over 150 years of expertise powering the oil and gas industry by providing advanced equipment, technical know-how, and operational support across global drilling and production sectors. We operate as a united global family committed to driving purposeful innovation and delivering outstanding service, ensuring timely and budget-conscious solutions that anticipate and fulfill customer needs.