Customer Success (Optimization) Engineer

Role Overview

We are seeking a highly motivated and technically proficient Customer Success (Optimization) Engineer to join our dynamic team. This predominantly field-based role is designed to drive customer engagement, ensure seamless product deployment, and foster sustained adoption of our digital drilling solutions. The successful candidate will serve as the primary interface between our Customer Success Pod and local operations, providing expert guidance on drilling practices, real-time data analysis, and process optimization. This position demands a proactive approach to troubleshooting, escalation management, and cross-functional collaboration to deliver exceptional value to our clients in the oil and gas industry.

Key Responsibilities

As a Customer Success (Optimization) Engineer, your core responsibilities will include:

• Customer Engagement & Training: Deliver comprehensive training sessions on digital product applications for both customer-facing teams and internal stakeholders. Ensure clients are fully equipped to leverage our solutions for maximum operational efficiency.
• Product Deployment & Support: Lead survey, installation, and commissioning activities for beta digital products. Provide hands-on support during early deployments and trials, ensuring smooth integration and adherence to company standards.
• Data Analysis & Optimization: Monitor and analyze real-time drilling data to identify trends, anomalies, and opportunities for process optimization. Collaborate with internal teams to implement data-driven improvements that enhance drilling performance.
• Troubleshooting & Escalation: Serve as the first point of contact for digital product-related issues, providing advanced troubleshooting and escalating critical concerns to the appropriate internal teams in accordance with established protocols.
• Reporting & Documentation: Prepare detailed case histories, technical articles, and post-operation reports to capture insights and support sales initiatives. Maintain accurate records of site activities, expenses, and time sheets in compliance with company guidelines.
• Health, Safety & Environment (HSE): Uphold and promote NOV’s strict HSE procedures, ensuring a safe working environment for all stakeholders. Adhere to all company policies and contribute to a culture of safety and accountability.
• Cross-Functional Collaboration: Work closely with Product Line, Field Engineering, and local operations teams to align customer success initiatives with organizational goals. Act as a liaison to gather feedback and drive continuous improvement.

Required Skills & Competencies

To excel in this role, you must possess the following qualifications and attributes:

• Technical Expertise: Minimum of 4 years of experience in the oil and gas industry, with a strong background in mudlogging, MWD (Measurement While Drilling), directional drilling, or drilling engineering. A deep understanding of drilling-related data and real-time data systems is essential.
• Analytical & Problem-Solving Skills: Ability to interpret complex data, identify root causes of issues, and provide actionable solutions. Proficient in generating analytical reports and concise feedback to stakeholders.
• Communication & Leadership: Advanced verbal and written communication skills, with the ability to engage effectively with customers, internal teams, and subcontractors in high-pressure environments. Strong interpersonal skills and a collaborative mindset.
• Self-Motivation & Adaptability: A proactive, results-driven approach with the ability to prioritize tasks and work independently. Willingness to travel internationally and adapt to evolving project demands.
• Technical Proficiency: Fluency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with digital drilling solutions. Familiarity with customer-facing applications and training methodologies.
• Education & Experience: A Bachelor of Science degree in a relevant engineering discipline (petroleum, drilling, geology, etc.) or equivalent experience. Prior customer-facing roles in the oil and gas sector are highly desirable.

Why Join Us?

As a global leader in the oil and gas industry, we empower our customers to achieve lasting success through innovation and expertise. With over 150 years of industry experience, our team is committed to delivering cutting-edge solutions that drive operational excellence. This role offers the opportunity to work on high-impact projects, collaborate with industry experts, and contribute to the advancement of digital drilling technologies. If you are a self-starter with a passion for customer success and technical excellence, we invite you to apply and become a part of our winning team.