Job Purpose:

The DESK Engineer will be working onsite at the office in Miri and work closely with clients. He/she will discover business opportunities, even on those ongoing projects in other segments/product lines and follow up on operational matters in Miri. This includes providing technical solutions to clients' technical issues, collecting data from clients, executing work procedures, liaising with field and workshop personnel to address any issues or challenges they may be experiencing, so that the DESK Engineer can provide more explanations to clients. DESK Engineer is required to be on standby 24/7 and respond to any emergencies.

This position acts as focal point to sell through the existing contract. Assists customers through processing of orders. Provides pricing and delivery information. Has responsibility for responding to complex inquiries and complaints from internal and external customers regarding products and services delivery. Duties may also include cross-sell or refer products, account maintenance, report generation, and project work. Coordinates manpower and equipment requirements with operations; provide job specific information on call sheets; choose proper tools and layout a job with guidance from more senior customer service representatives and/or management; coordinate preparation, repair and maintenance of equipment with operations managers. Document incidents and accidents. Responsibilities and duties will be as follows:

 

Responsibilities:

Provide technical assistance whenever possible. Expedite rush orders as required. Work with supervisor to handle issues that require assistance in resolving. Enter Sales orders as received from domestic, international and intercompany customers. Respond promptly to customer requests. Coordinate request for quotations with Engineering and Manufacturing. Coordinate order changes with customer and manufacturing. Callout when scheduled. Must be available for weekly on call rotation 24/7 at different intervals. Filing and other administrative duties as required. Instrumental in tender order management and quoting specific customer requirements. Conduct vendor quality audit as needed to supply customer orders to maintain customer quality requirement. Responsible for expediting orders and managing order through completion and having accountabilities for all jobs per customer requirements Manage high volume of emails and respond to and follow up to all emails with definitive responses including all due diligence at all times May dispatch scheduled service personnel to customer job sites. Assists with resolving escalated customer disputes by determining the best resolution on quantity, quality, and fit for purpose. Know and understand Weatherford Quality Policy and comply with all requirements of the Quality System Manual, Quality Procedure Manual, and Department Operating Procedures Must understand and comply with all safety rules and company policies of Weatherford. Work assignments carried out to the highest quality level. Perform various other duties and activities as assigned by supervisor within the physical constraint of the job.

 

Knowledge, Skills & Abilities:

As part of the procedure, the DESK Engineer will provide technical advice and suggest possible technical solutions for any issues. support as offshore field personnel when require. This person will be work closely with sales team. Create proposal, cover sales presentation & technical. This role involves dealing with products like thru tubing (well services), coiled line, e-line, slickline, to process these purchase requirements through WFRD system. Standby 24/7