Tier 2 Completions

Pason•Calgary, AB

2d•Onsite

About The Position

This role serves as an escalation point for Field Technicians and T1 teams, assisting in efficiently resolving customer issues. The position requires the capacity to disseminate information clearly to individuals with varying technical understanding. It involves acting as a liaison between field operations and support teams to enhance communication and collaboration, and documenting, analyzing, escalating, and communicating recurring technical issues to drive prompt solutions. The role also involves escalating and working with R&D for solution finding, and assisting in implementing best practices, training materials, and support documentation. Continuous improvement is key, with an emphasis on looking for opportunities to improve existing processes and procedures to streamline workflows and resolve customer issues. The role includes offering guidance, mentoring, and coaching to team members, fostering skill development and continuous improvement. Keeping up-to-date with new products, features, diagnostic tools, and process fixes is essential. Active participation and contribution to continuous improvement through training are expected. Submission of knowledge base entries and communication of required updates are part of the role. The position actively seeks opportunities to streamline processes for the betterment of customers and field technicians, and to establish proactive processes aimed at minimizing downtime. Identifying opportunities to implement new tools to empower T1/Field techs for first-call resolution is also a responsibility. The ability to take the lead on issues, offer guidance, and ensure solution implementation is required. Participation in field training, which requires travel within Canada and the USA, is necessary. The role involves being on-call for 24/7 coverage and working a rotational schedule for 365/7 coverage. Openness to taking on ad-hoc projects in other departments where skill sets are needed and applicable is also expected.

Requirements

High school diploma or technical diploma (post-secondary technical education preferred)
Basic mechanical, electrical, or technical aptitude
Willingness to learn manufacturing, testing, and QA/QC processes
Strong attention to detail and ability to follow written procedures
Basic computer skills (documentation, spreadsheets, data entry)
Comfortable working in shop and lab environments

Nice To Haves

Co-op, internship, or previous shop-floor experience would be considered an asset
Exposure to manufacturing, quality, or production environment would be considered an asset
Strong understanding of Completions Hardware/Software product offerings.
Well organized and through with good verbal and written skills.

Responsibilities

Serve as an escalation point for Field Technicians and T1 teams, assisting in resolving customer issues efficiently.
Disseminate information in a way that others with a varied degree of technical understanding can comprehend and implement.
Act as a liaison between field operations and support teams to improve communication and collaboration.
Document, analyze, escalate and communicate reoccurring technical issues to drive a prompt solution for customer issues.
Escalate and work with R&D to assist in solution finding.
Assist in implementing best practices, training materials and support documentation for the field and support groups.
Look for opportunities to improve existing processes/procedures to streamline workflows and resolve customer issues.
Offer guidance, mentoring, and coaching to team members. Foster skill development and continuous improvement.
Keep up to date with new and upcoming products, features, diagnostic tools and applicable processes fixes.
Actively participate and contribute in continuous improvement by providing training when required.
Submit knowledge base entries/communicate updates that are required.
Actively seek opportunities to streamline process for the betterment of customers/field technicians.
Actively seek opportunities to establish a proactive process with the end goal of minimizing downtime.
Identify opportunities to implement new tools to assist in empowering T1/Field tech in first call resolution.
Take the lead on issues, offer guidance and ensure that the solution is implemented.
Participate in field training which requires the ability to travel within Canada and the USA.
Be on-call for 24/7 coverage.
Work a rotational schedule for 365/7 coverage.
Take on projects ad-hoc in other departments where your skill set is needed and applicable.