Customer Support Supervisor

Role Overview

Customer Support Supervisor at NOV, located in Saudi Arabia. This role supervises WLF aftermarket support, managing the full order-to-cash cycle for service and rental equipment.

Company Overview

NOV is a global family of companies with more than 150 years of experience in the oil and gas industry. The organization operates across every region in the world and provides technical expertise, advanced equipment, and operational support for drilling and production. NOV is driven by purposeful innovation and a commitment to service above all, anticipating customer needs and delivering products and services on time and on budget.

Role Purpose

Lead the WLF aftermarket team in handling customer inquiries through to equipment collection and invoicing. Coordinate RFQs, quotations, purchase orders, parts procurement, and documentation with the technical team, ensuring accurate records and timely delivery for both service and rental equipment.

Key Responsibilities

Customer Communication & Inquiries

• Communicate with customers on a daily basis, ensuring prompt and professional responses to all inquiries.
• Conduct regular customer visits to obtain feedback on services provided and identify opportunities for improvement or new business developments.
• Manage a high volume of emails, prioritize requests based on urgency and business impact, and ensure timely follow-up and resolution.
• Provide prompt responses as possible to customer inquiries and internal requests.

Quotations & Order Management

• Receive Requests for Quotation (RFQs), prepare rental and service quotations, and follow up with the workshop team on service progress.
• Receive Purchase Orders (POs), perform contract reviews, and issue Order Acknowledgements (OAs) for rental and service orders through the ERP system.
• Create Work Orders (WOs) and communicate them to the shop team.
• Create Kit WOs for service and rental jobs.
• Create PRs as needed.

Documentation & Records

• Ensure all relevant documents are uploaded to the ERP system and filed in the shared drive.
• Maintain work-related documentation and update tracking sheets regularly.
• Update rental tracking sheets.
• Update status of Parts in OMEGA (buy or make).

Cost Management & Invoicing

• Ensure all costs are captured against the appropriate Work Order and linked to the corresponding Sales Order.
• Review costs, close completed Work Orders, and ensure they are dispatched in the system and ready for invoicing.
• Support the invoicing team in following up on outstanding customer payments to improve Accounts Receivable (AR) performance.
• Review with the invoicing team all dispatched Order Acknowledgements (OAs) that have not yet been invoiced and ensure timely billing.

Order & Delivery Monitoring

• Monitor the status of Sales Orders and Work Orders to ensure timely completion and customer satisfaction.
• Coordinate and manage rental jobs from order receipt through execution, return, and final invoicing, ensuring timely delivery and customer satisfaction.
• Work closely with the technical team to ensure orders are completed on time and meet customer specifications.

Stakeholder Coordination

• Follow up with the Spare Parts, Logistics, and Warehouse teams regarding parts availability and delivery status.
• Participate in strategic planning meetings related to spare parts forecasting.
• Attend regular production and customer meetings to provide updates and resolve any issues.
• Coordinate with the quality team to ensure that they are working in parallel with the rental team to prepare the required certifications.

Operations & Planning

• Support the WLF group in optimizing inventory by regularly monitoring open Work Orders related to S&OP activities and rental equipment.
• Review FUSE report or other equivalent reports with the planning team.
• Cover for the technical project and planning manager when needed.
• Cover for spare parts planner when needed.
• Conduct daily visits to the workshop three to four times per day and conduct face-to-face follow-up meetings with supervisors and team leaders to ensure work flows smoothly on the shop floor.

Compliance & Additional Responsibilities

• Adhere to NOV's Quality, Health, Safety, and Environmental (QHSE) policies, standards, and procedures at all times.
• Perform any additional tasks or responsibilities assigned by the PL Operations Manager, whether on a temporary or permanent basis, that add value to the business and support its operational objectives and overall success.

Qualifications & Experience

• Diploma or higher degree in accounting or equivalent.
• Minimum one year of experience.

Skills & Competencies

• Advanced proficiency in Microsoft Excel, including creating and managing formulas, pivot tables, data analysis, and reporting.
• Excellent typing skills with the ability to type quickly, accurately, and efficiently without looking at the keyboard.
• Ability to prepare clear, accurate, and professional reports.
• Strong interpersonal skills with the ability to work effectively with a diverse workforce.
• Excellent customer service skills, with the ability to handle customers professionally, manage different personalities, and remain calm under pressure while addressing complaints or frustrations.
• Ability to perform effectively in a fast-paced, dynamic, and high-pressure work environment.
• Strong organizational and time management skills, with the ability to prioritize multiple tasks and meet deadlines.
• Excellent verbal and written communication skills, with proven customer handling and problem-solving abilities.
• Understand and recognize that the Wireline (WLF) business model is significantly different from other departments and be able to adapt to its unique operational and customer service requirements.

Additional Information

• Working online is not optional.
• Flexibility to work outside normal business hours when required, particularly to support urgent or critical customer requests.
• Daily visits to the workshop three to four times per day are required.