Customer Support Supervisor

Job description

The Supervisor – Technical Support I will lead the WLF aftermarket team in handling customer inquiries through to equipment collection and invoicing. This role coordinates RFQs, quotations, purchase orders, parts procurement, and documentation with the technical team, ensuring accurate records and timely delivery for both service and rental equipment. • Communicate with customers on a daily basis, ensuring prompt and professional responses to all inquiries. • Receive Requests for Quotation (RFQs), prepare rental and service quotations, and follow up with the workshop team on service progress. • Receive Purchase Orders (POs), perform contract reviews, and issue Order Acknowledgements (OAs) for rental and service orders through the ERP system. • Ensure all relevant documents are uploaded to the ERP system and filed in the shared drive. • Maintain work-related documentation and update tracking sheets regularly. • Create Work Orders (WOs) and communicate it to shop team. • Ensure all costs are captured against the appropriate Work Order and linked to the corresponding Sales Order. • Review costs, close completed Work Orders, and ensure they are dispatched in the system and ready for invoicing. • Monitor the status of Sales Orders and Work Orders to ensure timely completion and customer satisfaction. • Follow up with the Spare Parts, Logistics, and Warehouse teams regarding parts availability and delivery status. Participate in strategic planning meetings related to spare parts forecasting. • Work closely with the technical team to ensure orders are completed on time and meet customer specifications. Attend regular production and customer meetings to provide updates and resolve any issues. • Support the invoicing team in following up on outstanding customer payments to improve Accounts Receivable (AR) performance. • Review with the invoicing team all dispatched Order Acknowledgements (OAs) that have not yet been invoiced and ensure timely billing. • Conduct regular customer visits to obtain feedback on services provided and identify opportunities for improvement or new business developments. • Support the WLF group in optimizing inventory by regularly monitoring open Work Orders related to S&OP activities and rental equipment. Review FUSE report or other equivalent reports with the planning team • Coordinate and manage rental jobs from order receipt through execution, return, and final invoicing, ensuring timely delivery and customer satisfaction. Update rental tracking sheets. • Coordinate with quality team to ensure that they are working in parallel with rental team to prepare the required certifications. • Create Kit WOs for service and rental jobs • Create PRs as needed. • Update status of Parts in the employer ( buy or Make ). • Cover for the technical project and planning manager when needed. • Cover for spare parts planner when needed. • Perform any additional tasks or responsibilities assigned by the PL Operations Manager, whether on a temporary or permanent basis, that add value to the business and support its operational objectives and overall success. • Adhere to the employer's Quality, Health, Safety, and Environmental (QHSE) policies, standards, and procedures at all times.

Requirements

• Diploma or higher degree in accounting or equivalent.
• Minimum 1 years experience.
• Advanced proficiency in Microsoft Excel, including creating and managing formulas, pivot tables, data analysis, and reporting.
• Ability to prepare clear, accurate, and professional reports.
• Strong interpersonal skills with the ability to work effectively with a diverse workforce.
• Excellent customer service skills, with the ability to handle customers professionally, manage different personalities, and remain calm under pressure while addressing complaints or frustrations.
• Ability to perform effectively in a fast-paced, dynamic and high-pressure work environment.
• Strong organizational and time management skills, with the ability to prioritize multiple tasks and meet deadlines.
• Excellent verbal and written communication skills, with proven customer handling and problem-solving abilities.
• Flexibility to work outside normal business hours when required, particularly to support urgent or critical customer requests.
• Working online is not optional.
• Daily visits to the work shop ( 3-4 ) times per day and conduct face to face follow up meetings with the supervisors and team leaders to make sure the work is flowing perfectly on the shop floor.
• Understand and recognize that the Wireline (WLF) business model is significantly different from other departments and be able to adapt to its unique operational and customer service requirements.
• Ability to effectively manage a high volume of emails, prioritize requests based on urgency and business impact, and ensure timely follow-up and resolution.
• Prompt responses as possible to customer inquiries and internal requests.
• Excellent typing skills with the ability to type quickly, accurately, and efficiently without looking at the keyboard.

Skills