Technical Support Jobs in Houston, TX

Technical Support Engineer - Wireline Cased Hole

Essential Job Functions

Primary focus of this position is to provide technical support for GOWell Wireline tools (open hole/ cased hole) while delivering high quality service and tool solutions. Responsible for providing prompt and excellent customer service, field tests and maintenance of manufacturing test tools as well as software installations. Must maintain high customer satisfaction ratings. Investigate and resolve incoming questions (phone and e-mail) and issues in a timely and effective manner. Document all contact activity, including troubleshooting steps and problem resolution.

Role and Responsibilities

• Maintain current knowledge of GOWell’s tools, equipment and company practice
• Perform tool repairs and maintenance.
• Assist with technical support in maintenance processes and troubleshooting procedures.
• Perform tool field tests and tool demonstrations
• Provide technical direction and assistance to the customers in the maintenance, repair, and operation of products.
• Provide technical and operational support to all internal departments including Sales, maintenance/repair, and R&D
• Conduct tool and repair process training as required by internal/external stakeholders
• Be flexible and work flexible hours when necessary including weekends/holidays as required
• Help create new process issues that impact customers and documented solutions.
• Travel domestic and/or international as required
• Providing front line technical support to our international clients.
• Implementing high quality technical support procedures.
• Reviewing our English technical documentation including operating and maintenance manuals.
• Providing technical and operational input during engineering design review meetings.
• Provide pre- and post-sales technical support, and training.
• Provide technical support to sales team/managers and participate throughout sales process (ie. Client meetings, presentations, training sessions)
• Review and follow test requirements before and during product design. Responsible for testing of system design, quality, reliability, performance.
• Recommends changes to products or services in response to internal/external inputs.
• Ability to meet highest attendance requirements. Ability to communicate effectively, both written and verbally.
• Ability to handle multiple assignments on a timely basis with a high degree of accuracy.
• Maintain excellent housekeeping standards.
• Work with Quality Compliance department regarding compliance issues.
• Continuously fully comply with all regulatory related requirements.
• Committed to a high standard of safety and willing to comply with all safety laws and all of the company’s safety policies and rules. Must be willing to report safety violations and potential safety violations to appropriate supervisory or management personnel.
• Perform other duties as assigned.

Skills and Experiences

• 2-5 years technical support.
• Experience in/knowledge of wireline tools, logging, cased-hole (preferred but not required)
• Excellent oral and written communications skills.
• Must be self-motivated, able to multi-task and manage priorities effectively, and work well as a part of a team.
• Knowledge and ability to use various software programs including Microsoft Word, Excel, PowerPoint, and Outlook, at proficient levels.
• Strong customer service skills with high level of professionalism, and ability to work with complex situations.
• Must be able to work in high pressure situations without sacrificing customer service or level of detail.
• Excellent email and phone etiquette is a must in this position.
• Knowledge and understanding of current and upcoming technology.
• At least 2 years working in a Technical Support Team (preferred but not required).
• Strong interpersonal skills required.
• Bachelor’s degree, vocational school or equivalent experience.
• Strong people skills.
• Proficiency in managing multiple concurrent projects.
• Proficiency in selecting and managing test development tools and environments.
• Experience using testing and debugging development processes.
• Good written and verbal presentation skills.

Qualifications and Education Requirements

• Bachelors in any Engineering or Science Degree or equivalent work experience.

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person