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Domestic, Canada |
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Subscription Required |
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Role and Purpose:
He/She is the first point of contact responsible for providing timely and effective support to field operations on a global basis for specific services/products by; Acting as a moderator for field technical queries by analyzing, responding and closing queries and escalating to sustaining where needed and following up. Analyzing failure trends and encouraging use of existing documentation by field operations. He/She will be the reviewer of Technical Documentation for the services/products assigned.
Responsibilities:
- Respond to technical queries from field operations in a timely manner as defined by the WISE organization.
- Analyze technical queries to determine trends and specific issues with services/products assigned on a quarterly basis at least.
- Analyze failure data on services/products assigned to determine trends on a quarterly basis at least.
- Identify areas for improvement on services/products supported, including training, TOPS, documentation and procedures
- Liaise with the R&D group to follow-up on technical queries assigned to them for review and action.
- Create Operations Letters and release to the field as per WISE organization's Guidelines.
- Continuously enhance knowledge of supported services/products by self training.
- Encourage use of the WISE Query System in the field to promote knowledge sharing
- Encourage the usage of TOPS in failure reporting to enhance detection of failure trends globally
- Liaise with Product Champions, data delivery centers, training department to further the improvements identified.
- Create Web Pages for supported services/products that link to documentation, latest modifications, marketing presentations, preventive maintenance procedures, quick operating instructions, best practices, FAQs etc.
- Assist field operations in training personnel in New Technology by holding 2-3 seminars a year during the introduction period after commercialization.
- Push the usage of the latest software available for acquisition systems in the field.
- Participate in Operations Audits as required.
- Liaise with the Product Champions to get trained on new technology in preparation for commercialization and support for global field operations.
- Review operations letters to determine applicability and obsolete if necessary.
- Collate PM procedures and sustain them.
Qualifications and Reporting:
- he/she will report directly to WISE Manager at the assigned Center of Excellence.
- Should have at least 3-5 years experience in Wireline operations with good communication skills and proven technical ability.
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