MWD Support - Level 3

Support our MWD Products and our Awesome Customers!

The team we are building must be aligned to our Core Values:

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  Unstoppable. We do not rest until the solution is delivered. We do not give up. 
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  Effective. We deliver fast results without compromising reliability. 
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  Open & Unbiased.
  Excuses never built anything. We own our mistakes and communicate the good and the bad.
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  Focus on Growth.
  Whether its you as a person or in your role with us, we want people dedicated to growing every day.

About the Opportunity

Erdos Miller is looking for a person interested in an experienced MWD Specialist who possesses positive energy, technological expertise and is highly motivated to expand the impact of our Customer Experience team. This is a multi-faceted role with responsibilities related to field support, help-line support, training and product roadmap planning. We are looking for a dynamic individual with diverse skills who is motivated by our mission and has problem-solving skills.

This position may be for you if you:

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  Have a positive attitude and want to use your talents to make a difference
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  Love staying organized and get satisfaction from marking tasks complete
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  Have a willingness to speak up when someone around you is making a mistake
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  Enjoy communicating with people and helping make their jobs better
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  Can handle emergency phone calls calmly

Examples of work:

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  Debugging rig issues even when not related to our products
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  Solving helpdesk tickets and following up with the client
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  Maintaining a helpdesk record system (Zendesk)
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  Attending engineering meetings to provide feedback from our customers
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  Visiting customer shops and rigs to provide face-to-face training on our products
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  Working with our production team to deliver quality products to our customers

Requirements

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  Positive Attitude
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  High school diploma or equivalent
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  5+ Years of MWD field experience and an ability to solve a multitude of rig related problems
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  Proficient in Microsoft Office Suite
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  Technology fluency and ability to learn new platforms
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  Excellent communication and interpersonal skills
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  Handle sensitive information in a confidential manner
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  Excellent time management skills
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  Ability to multi-task and prioritize a to-do list
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  Attention to detail and creative problem-solving skills
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  Exceptional organizational skills
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  Desire to be proactive and create a positive experience for others
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  Willingness to receive and implement critical feedback
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  Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds

Benefits

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  Employee health benefits eligibility
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  Matching 401k
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  Option for dental and vision coverage
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  Paid Time Off

Within 90 Days, you can expect to:

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  Have a 90-day growth plan developed and tracked with your manager
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  Have a base grasp of Erdos Miller’s primary product lines
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  Handle on-call shifts with support from the existing team members
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  Create and manage tickets in Zendesk
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  On proactive shifts find inefficiencies and improve our processes or documentation
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  Communicate directly with clients on the phone and in person
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  Document engineering bugs and communicate them with the engineering team
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  Lead a Monday morning shift handover
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  Attend customer meetings with the sales team

Within 12 Months, you can expect to:

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  Have a strong grasp of all of Erdos Miller’s major product lines
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  Handle on-call shifts directly with no need to call in other CX members for help
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  Create Zendesk reports and understand our CX KPIs
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  Create training videos
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  Create documentation for our product lines
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  Lead customer training sessions
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  Lead rig trips for Erdos Miller employees that don’t have rig experience
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  Provide feedback on design improvements based on common Zendesk tickets
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  Identifying inefficiencies in any customer interaction and proactively solve them