Essential Job Duties and Responsibilities

• Provide in depth technical support to customers requiring assistance with products and services
• Troubleshoot and resolve complex software, hardware and technical issues
• Identify and escalate situations that will require field technician assistance
• Work with engineering team to duplicate complex problems in test environment
• Remote troubleshooting using variety of different software applications
• Keep a daily log of all help related interactions with customers
• Track issues to resolution and update company knowledge base
• Stay current with product bulletins, software changes and engineering updates
• Actively contribute to on-going process improvement
• Able to identify oil field drilling terminology and processes

Knowledge, Skills and Abilities

• Knowledge of basic electronics
• Excellent telephone, verbal and written communications skills
• Strong organizational, problem-solving and analytical skills
• The ability to identify, isolate and communicate problems from and to all levels of users
• Willingness to learn about Forum Systems and new technology related to the drilling industry
• Dedicated commitment to customer success
• Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
• Willing to work in a 24 X 7 environment and rotate through a set shift schedule
   

Qualifications

• Technical training or the equivalent preferred.
• Three or more years in the drilling industry is preferred.
• Prior working experience with computer hardware and software
• Experience with drilling instrumentation
• Working knowledge with Windows based software and hardware is required along with a basic understanding of electronics
• High School diploma or equivalent

Career Level

• Experienced (Non-Manager)

Education Level

• Vocational

Travel

• 90-100%

Product Line

• Drilling