Customer Solutions Support Engineer : Middleton

Manchester, England
17 May 2019
11 Jun 2019
Oil and Gas
Contract Type
Full Time
The Customer Solutions Support Engineer , will take responsibility for technical suitability of existing equipment applications, information deliverables as well as the execution of technical support services delivered to the customer and other internal/external stakeholders. You will be responsible for technical guidance and expertise by means of providing both standard and bespoke solutions to customer enquiries - taking customer enquiries, translating them into customer solutions by means of quotations in collaboration with the sales and operations team. Your existing knowledge of the design and manufacturing of Process, Industrial and Production Technologies including rotating agitators and related components will act as a foundation to you developing critical troubleshooting skills. Crucial to this role will be your ability to drive continual improvement processes, enhancing efficiency and performance within our industrial markets and delivering technically competent solutions to our customers.


  • Provide technical expertise to customers and provide both customer and sales with a first line product technical support, sales support and quotations.
  • Troubleshoot customer equipment breakdowns or system failures and provide recommendations for replacement parts and long-term solutions taking customer enquiry from quotation stage to order conversion
  • Provide expert technical support on escalated and high profile inquiries and issues directly as needed.
  • Assist customers with spare parts inventory planning and contingency planning for emergency situations.
  • Define custom parts orders as needed to present to operations for production.
  • Modification on existing equipment, improvement, enhancement, technically define items liaising with manufacturing on lead times.
  • Assist other departments within PFT as needed to support order processing, field service, mechanical engineering, procurement and engineering/design.
  • Develop long-term relationships with customers and distributors through managing and interpreting their requirement
  • Manage workload to meet deadlines with minimal supervision. Monitor processes/tools to maintain schedules defined to meet quotation deadlines, contractual obligations and progress milestones.
  • Define, implement and monitor entry/update/audit processes to ensure technical accuracy of equipment information in appropriate systems, technical accuracy of customer-delivered documentation, and conformance of equipment with contractual, classification, and functional requirements.
  • As required, go to field locations to address specific equipment installations, troubleshoot issues, and implement solutions.
  • Establish relationships with technical management, both with the customer and internal/external stakeholders.
  • On a local level support the global improvement efforts of the business by participating in the group's continuous improvement projects and playing a key contributor role in internal projects. Support the sales function with challenging or technically complex issues that arise as part of the root cause and issue resolution process.
  • Participate in the definition of standard technical document and service offerings. Estimate cost associated with technical documentation, engineering, or service deliverables for accurate quote to the customer.
  • Technically support personnel in the field at installation, commissioning, operation or inspection services with technical solutions and problem solving to enhance our support to the customer.
  • Provide support on product and project matters involving certification requirements, global standards, and applicable international codes that govern our products and responsibilities to the customer.
  • Travel as and when required
  • Carry out other duties as and when business requirements dictate as may be reasonably expected by line manager




• An exceptional ability to understand, evaluate and apply technical information
• Capable of keeping abreast of an evolving portfolio of products and services
• Able to understand the business needs and drivers
• Delivers solutions and decisions that are effective and constructively impact both NOV and our customer's organisation


• Adept at exercising good judgement (sometimes with incomplete information) whilst being constrained by tight deadlines
• Able to apportion time effectively to complete tasks
• Be willing to provide colleagues with the information they need to complete their tasks and eliminate roadblocks
• Able to define, work within and improve business processes whilst exercising good judgement based on immediate and future business needs.


• Can be counted on to take personal responsibility in challenging situations and be willing to engage in disputes in order to settle them equitably


• Will be energised by challenges and drawn towards opportunities


• Confident and professional when representing the company in person and in writing

Personal and Interpersonal

• Imbued with a strong sense of customer focus (internal/external)

• A candid team player who collaborates with peers to solve problems
• Committed to self-improvement and development through the role in order to achieve career goals
• Firm and diplomatic when negotiating
• Is known to consistently adhere to ethical principles and expects others to follow suit





HNC /HND in Engineering

Tertiary education in an Engineering and or Business discipline


Experience in a similar position

Ability to create and track individual and team metrics

Creation and/or interpretation of engineering drawings

Draughting/Mechanical Engineering

Skills, training or special knowledge

Computer literacy (including good command of Microsoft Office; Excel, Word, Outlook)

Working knowledge of Customer Relationship Management (CRM) systems

Knowledge of industry standards

Process, Industrial and Production Technologies including rotating agitators and related components.

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