Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. We also use applied technology expertise to serve the defense, entertainment, material handling, aerospace, science, and renewable energy industries.
The Service Support Coordinator is responsible to ensure the customers are well supported. He/she maintains the ticket systems and keeps track of customer issues. The Service Support Coordinator is responsible for reporting on the service ticket status. He/she advises on improvements of processes to the Service Coordinator.
The Service Support Coordinator is the Go-to person for customers in case issues arise on-site and will aid in resolving these in the best way possible. He/she analyzes the tickets to define trends. Actions to improve processes are initiated in order to improve the business.
The Service Support Coordinator works closely together with the Service Coordinator and the Service Manager to ensure optimal performance of the Service Organization ensuring maximum Customer focus.
Adequately responding to customer issues,
§Actively maintaining the ticket systems, by prioritizing, assigning, and updating service tickets.
§Role of Product Owner for the service ticket board, and decides priorities based on urgency and SLA contracts
§Align with internal stakeholders such as the Software team lead, on a regular basis
§Coordinate service activities within the ticket systems and communicate with the various stakeholders
§Support any administrative tasks for the service department.
§Ownership of the HLS customers' VPN account management.
§Handling the Service Support phone line as and when needed.
§Resolve queries associated with AGV equipment and “real time” troubleshooting using available documentation & resources.
§Handle HLS calls for providing support to customers maintaining set SLAs.
§Handle escalated HLS issues and provide directions to the team members in resolving technical queries associated with AGVs and its equipment.
§Prepare, revise, and verify technical procedures/documentation for addressing issues/ requirements of HLS/service team.
§Assist Managers/Support Supervisors/ Engineers with all technical support functions as directed by Management.
§Identify, Evaluate, and Interpret trends for detailed analysis of data.
§Assist with any other duties as and when required.
ADDITIONAL
§Continuously optimize the service processes by evaluating and making recommendations for improvements as well as the development of these improvements.
§Look for process improvements within the adjacent departments and advice the teams on these.
§Undertake continuous improvement and special projects as instructed by management.
§Support other PMO related tasks for projects when needed.
§Other duties as assigned.
Supervisory Responsibilities
§No direct supervisory responsibilities.
Reporting Relationships
§Reports to the Assistant Manager, Technical Support, Robotics Support Centre, All individuals within the team report indirectly to the Manager, Robotics Support Centre.
§Dotted line reporting to Service Manager NA
REQUIRED
§Bachelor’s degree in engineering technical field.
§Fluent in English with excellent communication skills.
§Willing to work in 1330-2200 Hrs office timings, and able to work independently.
§Proven ability to quickly learn and understand complex topics.
§Flexible attitude, prepared to execute tasks other than defined in this job description.
§Thorough knowledge of MS office.
DESIRD/COMPETENCIES
§Customer focused
§Proven ability to handle multiple projects simultaneously, with an eye for prioritization.
§Experience in managing documentation on MS SharePoint.
§Knowledge & support experience for Windows OS, Active Directory, MS Office Applications, Outlook & computer hardware
§Teamwork & Interpersonal skills
§Analytical, problem solving & decision-making skills
§Organizing & planning skills.
§Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.