RigCLOUD Technical Operations Supervisor- RIGLINE

Rigline
24/7 Rig Cloud Supervisor oversees daily operation of technical support experts.

Experience with drilling rig operations and equipment is essential. The ability to gather information, audit cases, develop KPIs and maintain training programs. The supervisor is expected to be front line contact for all customer service related issues and participate in root cause analysis. Supervisor will ensure technicians manage issues from beginning to end, working with product teams, until resolution.

MINIMUM QUALIFICATIONS:

* High school diploma or equivalent

* 2-3 years of experience in a related role within RigCLOUD operations, preferably in a supervisory or managerial capacity

* 2-5 years of experience as a field technician or remote support technician

* Ability to create/update/implement RIGLINE processes to ensure high performance

* Strong documentation skills

* Ability to diagnose root cause, document findings and provide potential solutions, both temporary and permanent.

* Excellent customer service skills

* Excellent written and verbal communication skills.

* Capable of quickly learning proprietary equipment and procedures and able to follow complex technical documentation.

PREFERRED QUALIFICATIONS:

* Experience managing small teams

* Extensive experience in the drilling industry, with a strong emphasis on technological drilling solutions and innovations

* General knowledge of Nabors products and services

ESSENTIAL SKILLS/

PHYSICAL REQUIREMENTS /

WORKING CONDITIONS:

* Ability to manage multiple high-priority issues and ensure issues are resolved in a timely manner

* Ability to (if required) be available during weekends/holidays to support the operations

* Manage the RigCLOUD Team to ensure quality customer service and faster resolution of issues with all RigCLOUD products and equipment.

* Proactive management of RigCLOUD issues to reduce product downtime and optimize rig operations

* Ensure timely response to rig-related issues and maintain clear, effective communication between rig personnel and the leadership team

* Active supervision of on-shift personnel of varying skillsets and delegate tasks as required

* Facilitate escalation and management of critical issues

* Document and update processes, definitions and support initiatives using Visio, Word, Excel and PowerPoint as applicable

* Monitor phone Service Levels, technician utilization and propose resource requirements, process updates etc.

* Ensure KPIs are set and achieved for RIGLINE (Metrics, performance targets etc.)

* Work in close cooperation with RigCLOUD product teams and RIGLINE team members