RigCLOUD Technical Operations Supervisor- RIGLINE

Job description

Rigline24/7 RigCloud Supervisor oversees daily operation of technical support experts. Experience with drilling rig operations and equipment is essential. The ability to gather information, audit cases, develop KPIs and maintain training programs. The supervisor is expected to be front line contact for all customer service related issues and participate in root cause analysis. Supervisor will ensure technicians manage issues from beginning to end, working with product teams, until resolution. - Manage the RigCLOUD Team to ensure quality customer service and faster resolution of issues with all RigCLOUD products and equipment. - Proactive management of RigCLOUD issues to reduce product downtime and optimize rig operations - Ensure timely response to rig-related issues and maintain clear, effective communication between rig personnel and the leadership team - Active supervision of on-shift personnel of varying skillsets and delegate tasks as required - Facilitate escalation and management of critical issues - Document and update processes, definitions and support initiatives using Visio, Word, Excel and PowerPoint as applicable - Monitor phone Service Levels, technician utilization a...