Position Summary

The primary objective of the Support Service Technician for MDT revolves around delivering technical support to our valued external and internal customers through various channels, including telephone, email, and remote access. By diligently following established procedures and policies, developing new processes where needed, maintaining accurate documentation, collaborating with technical teams, and working closely with the Sales staff, the Support Service Technician plays a vital role in ensuring smooth operations, effective communication, and exceptional customer service within the organization.

Key Accountabilities

• Provide technical support to our customers through telephone, email, and remote access.
• Troubleshoot and guide customers in resolving technical issues remotely, ensuring efficient and effective problem-solving.
• Provides internal support to NexTier colleagues or other teams with on-site service, commissioning, and installation tasks, sharing their expertise and knowledge to ensure successful project execution.
• The technician supports the production staff by assisting with final quality control (QC) processes with inspections, verifying product functionality, and troubleshooting any issues identified during the QC phase.
• Manages accounts, contacts, cases, activities, and RMAs within the CRM (Customer Relations Manager) system.
• Perform thorough assessments of the returned products, diagnosing problems, determining the appropriate course of action, and carrying out repairs or replacements as needed.
• Take customer service calls for general company inquiries, parts & service quote requests.
• Reviews and understands impact KPI data - CSAT, Service Level, Abandon, Missed, and Case Age: The technician analyzes and comprehends key performance indicator (KPI) data related to customer service. They review metrics such as customer satisfaction (CSAT), service level, call abandon rate, missed calls, and case age.

Required Knowledge, Skills, and Abilities

• Strong computer literacy and navigation skills with various software programs including MS365, MS Office, and CRM systems.
• Customer service skills including handling issues remotely and in person.
• Knowledge of oil and gas well completions, focusing on hydraulic fracturing.
• Computer programming background would be an asset (#, C++, JSON, REST JAVA)
• Ability to follow General Assembly drawings.
• Ability to read and understand schematics and electrical documents.
• Mechanically inclined and able to troubleshoot and solve problems.
• Electrical/electronic background would be an asset.
• Motivated self-starter who can manage their time effectively.

Required Education

• A G.E.D. or H.S. Diploma is required.
• A diploma or certification in Electronics Technologies is preferred.

Required Work Experience

• 2 years of experience in a Hydraulic Fracturing Technician role.