Job Duties and Responsibilities 

• Serve as an escalation point for Field Technicians and T1 teams, assisting in resolving customer issues efficiently. 

• Capacity to disseminate information in a way that others with a varied degree of technical understanding can comprehend and implement.  

• Act as a liaison between field operations and support teams to improve communication and collaboration. 

• Document, analyze, escalate and communicate reoccurring technical issues to drive a prompt solution for customer issues. 

• Well organized and through with good verbal and written skills.  

• Escalating and working with R&D to assist in solution finding.  

• Strong understanding of Completions Hardware/Software product offerings.  

• Assist in implementing best practices, training materials and support documentation for the field and support groups. 

• Look for opportunities to improve existing processes/procedures to streamline workflows and resolve customer issues. 

• Offer guidance, mentoring, and coaching to team members. Fostering skill development and continuous improvement.  

• Keep up to date with new and upcoming products, features, diagnostic tools and applicable processes fixes. 

• Actively participate and contribute in continuous improvement by providing training when required 

• Submission of knowledge base entries/an communicate updates that are required. 

• Actively seek opportunities to streamline process for the betterment of customers/field technicians.  

• Actively seek opportunities to establish a proactive process with the end goal of minimizing downtime. 

• Identify opportunities to implement new tools to assist in empowering T1/Field tech in first call resolution 

• Ability to take the lead on issues offer guidance and ensure that the solution is implemented.  

• Participate in field training which requires the ability to travel within Canada and the USA. 

• Willing to be on-call for 24/7 coverage. 

• Work a rotational schedule for 365/74 coverage. 

• Be open to taking on projects ad-hoc in other departments where your skill set is needed and applicable. 

Qualifications

• High school diploma or technical diploma (post-secondary technical education preferred)
• Basic mechanical, electrical, or technical aptitude
• Willingness to learn manufacturing, testing, and QA/QC processes
• Strong attention to detail and ability to follow written procedures
• Basic computer skills (documentation, spreadsheets, data entry)
• Comfortable working in shop and lab environments
• Co-op, internship, or previous shop-floor experience would be considered an asset
• Exposure to manufacturing, quality, or production environment would be considered an asset