SERVICE DELIVERY COORD - IRAQ

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Location: Iraq
Updated At: 2019-10-10

JOB DESCRIPTION

Basic Function:

Country Service Delivery Coordinator will be responsible for…

Responsible for processing routine product and/or service orders, including coordination of equipment and personnel required to meet customer requirements for jobs. Prepare equipment/tools for shipping and arrange transportation of goods purchased by both internal and external customers. Follow-up and Improve the Service Delivery quality from call out / Order from customer until delivery and Invoice to the customer.  The alignment of operations with the company’s processes and procedures. The scope is not limited to one area of the PL – but spreads through the entire spectrum of operation versus processes and procedures.

 

Has responsibility for total operations performance and to plan, coordinate, control and execute the installation of  equipment at the rig site   in-line with company and client company policies, procedures and systems, Statutory Regulations and good industry practice. This role is field based and collects a field bonus. Minimum oversees a process or a business activity  that require regular monitoring of work activity; assigning and/or delegating individuals to schedules; moving assets / resources, administering policies and/or procedures across staff areas; interacting with multiple parties to organize activities / people. Compiles reports concerning  progress of work and utilization of machines and equipment.

 

 

Duties, Responsibilities & Accountabilities:

  • Work closely with Shared Services and ensures that flow of information and implementation of Work Flow is clearly communicated with operations and vice versa.
  • Ensure that the objectives, initiatives and KPI’s of A & I teams are clearly communicated to Operations and implementation / achievement against the latter.
  • Assume the role of focal point for Requests from the region (and beyond) regarding sharing of Assets and Inventory of FRE Oman.
  • Work closely with sales to ensure all deliverables are met within contractual guidelines.
  • Create Equipment preparation check list (EPCL) or Load out manifest at the point of customer order or call out, including all re-billable information.
  • Regularly offer additional products or service to fill customer job orders
  • Coordinate equipment and personnel needed for job completion
  • Physically fill customer orders for equipment/tools by selecting items from the shops and inventory and allocate them for shipping
  • Arrange and coordinate transportation of equipment/tools to and from shop/suppliers and the customer location or job site some of which may include selecting modes of transportation
  • Prepare various reports including but not limited to; revenue and down equipment reports, bonus reports and cost & revenues estimate reports.
  • Dispatch scheduled service personnel to customer job sites
  • Verify that all pre-job planning and paperwork is complete and that any issues pertaining to such have been address
  • Verify that all inspection and testing procedures are followed prior to a job
  • Verify that all equipment inspection and testing documentation is filled out and current prior to sending the equipment to a customer location
  • Job scheduling and order entry to product line operations system (Service Star, WPTS/WSM)
  • Perform billing functions at facility for invoicing of equipment and services to customer
  • Maintain proper receive and delivery records
  • May resolve minor customer disputes by determining the best resolution on quantity, quality, and fit for purpose
  • Assist Customer Support Service (CSS) in the creation and follow up of the Customer Specific Invoicing Requirements, Job Package and Billing Checklist.
  • Coordinate with other district within the region to provide additional operational support.
  • Ensure all product lines utilize standard job planning and data sheets issued by to ensure that all relevant data is captured at the sale and operational planning stage.
  • Ensure each product line prepares a standard regional procedure before the equipment’s is installed or a service is run in a wellbore.
  • Ensure Field engineers and Business Unit Supervisor provides a standard regional end of job well report for each job which can be issued to the Business Unit Manager or direct to the customer. End of Job Report formats to incorporate all pre-job planning, operation and lessons learned. The content and presentation of the end of well report should be in line with the highest level of service.
  • Ensure a performance quality Feed Back form is completed by customers offshore for each job. This form will assist us to improve and maintain the highest quality of service.
  • Create and implement a lessons learnt data base (for each product line) to track good and bad practices and to communicate knowledge to regional Service Delivery Manager.
  • Ensure all service personnel receive a pre-job briefing / meeting before going offshore. Record of meeting and its minutes must be incorporated into the job file.
  • Ensure all operations have a post-job customer review to discuss and record lessons learned and to agree action plan to improve services.
  • Ensure all field personnel utilize the standard region daily report format to record previous 24hr ops, next 24 hr ops, look ahead and QHSE incidents.
  • Ensure all operational files such as job procedure; peer review minutes, pre-planning information, end of well reports, etc. are properly filed and accessible in JDE.
  • Update standard operational statistics form, rental and personnel movements for Business Unit Supervisor / Business Unit Manager monthly report.
  • Update standard form of QHSE statistic to be incorporated in Business Unit Supervisor / Business Unit Manager monthly report.
  • Responsible for ordering and prompt delivery of all future rental, redress and service items.
  • Manage and supervise inventory levels of sales, rental and consumable equipment to ensure the optimum stocking level is maintained within the district.
  • Standardise tool requirements for different projects and locations.
  • Review and improve quality control systems for each product line to ensure full traceability including but not limited.
  • Understand, implement and ensure adherence to Weatherford policies (some mentioned below, not an exhaustive list)
    • Global Procurement Policy
    • AFE policy
    • Weatherford Inventory Control Policy
    • Weatherford Fixed Assets Policy,
  • Support  MENA Service Delivery strategy/Objective to meet Weatherford goals and objectives
  • Ensure for accuracy transaction in JDE for all inventories and assets for Fishing & Re-Entry
  • Understand the basic principles and operations of JDE
  • Ensure Fishing & Re-entry update Asset folders as per ISO 29001 Oil + Gas Industry and SRQA process within the system,
  • Assist in all required transaction related to Equipment Management including EMQA document  storing process in Oman Fishing and Re-entry equipment
  • Following company processes and enhance the company’s quality management system and operation excellence and performance
  • Know and understand Weatherford Quality Policy and comply with all requirements of the Quality Systems Manual, Operating and Technical Procedures and Workplace Instructions.
  • Must understand and comply with all safety rules and company policies of Weatherford.
  • Providing professional Quality Assurance (QA/QC) Expertise, direction, and vision to management and staff
  • Guiding and mentoring of personnel on Quality Management System (QMS) and internal company processes and initiatives, i.e. Enterprise Excellence Program (EEP)
  • Conducting regular management review meetings, including reporting to management on the performance of implemented QMS effectiveness.
  • Planning and performing periodic system & process audits and summarize the report for the same.
  • Facilitating implementation of WPTS (Weatherford Performance Tracking System) including non-conformance reporting, preventive and corrective actions and functional key performance indicators.
  • Conducting regular surveys summarizing customer feedback on regular basis.
  • Promoting best practices to achieve and retain customer satisfaction.
  • Ensuring that customer requirements are determined and being met.
  • Identify root cause issues and lead implementation of corrective actions when needed.
  • Actively participate in company safety and environment procedures and programs and participate 100% in identified workplace personal protective Equipment requirements, fully participate in continuous process improvement and cost control, following quality policies, procedures and standards to maintain within company guidelines
  • Assist in the administration and maintenance of QHSE systems.
  • Perform various other duties and activities as assigned by your Direct Manager within physical constrains of the job.
  • Continuously Strive towards increased efficiency through integration of Quality QA/QC & HSE aspects into the all the facets of operational processes.
  • Manage all issues affecting service delivery in a timely manner.
  • Work assignments carried out to the highest quality level.
  • Perform various other duties and activities as assigned by supervisor within the physical constraints of the job.
    • location or job site some of which may include selecting modes of transportation
    • Prepare various reports including but not limited to; revenue and down equipment reports, bonus reports and cost & revenues estimate reports.
    • Dispatch scheduled service personnel to customer job sites
    • Verify that all pre-job planning and paperwork is complete and that any issues pertaining to such have been address
    • Verify that all inspection and testing procedures are followed prior to a job
    • Verify that all equipment inspection and testing documentation is filled out and current prior to sending the equipment to a customer location
    • Job scheduling and order entry to product line operations system (Service Star, WPTS/WSM)
    • Perform billing functions at facility for invoicing of equipment and services to customer
    • Maintain proper receive and delivery records
    • May resolve minor customer disputes by determining the best resolution on quantity, quality, and fit for purpose
    • Assist Customer Support Service (CSS) in the creation and follow up of the Customer Specific Invoicing Requirements, Job Package and Billing Checklist.
    • Coordinate with other district within the region to provide additional operational support.
    • Ensure all product lines utilize standard job planning and data sheets issued by to ensure that all relevant data is captured at the sale and operational planning stage.
    • Ensure each product line prepares a standard regional procedure before the equipment’s is installed or a service is run in a wellbore.
    • Ensure Field engineers and Business Unit Supervisor provides a standard regional end of job well report for each job which can be issued to the Business Unit Manager or direct to the customer. End of Job Report formats to incorporate all pre-job planning, operation and lessons learned. The content and presentation of the end of well report should be in line with the highest level of service.
    • Ensure a performance quality Feed Back form is completed by customers offshore for each job. This form will assist us to improve and maintain the highest quality of service.
    • Create and implement a lessons learnt data base (for each product line) to track good and bad practices and to communicate knowledge to regional Service Delivery Manager.
    • Ensure all service personnel receive a pre-job briefing / meeting before going offshore. Record of meeting and its minutes must be incorporated into the job file.
    • Ensure all operations have a post-job customer review to discuss and record lessons learned and to agree action plan to improve services.
    • Ensure all field personnel utilize the standard region daily report format to record previous 24hr ops, next 24 hr ops, look ahead and QHSE incidents.
    • Ensure all operational files such as job procedure; peer review minutes, pre-planning information, end of well reports, etc. are properly filed and accessible in JDE.
    • Update standard operational statistics form, rental and personnel movements for Business Unit Supervisor / Business Unit Manager monthly report.
    • Update standard form of QHSE statistic to be incorporated in Business Unit Supervisor / Business Unit Manager monthly report.
    • Responsible for ordering and prompt delivery of all future rental, redress and service items.
    • Manage and supervise inventory levels of sales, rental and consumable equipment to ensure the optimum stocking level is maintained within the district.
    • Standardise tool requirements for different projects and locations.
    • Review and improve quality control systems for each product line to ensure full traceability including but not limited.
    • Understand, implement and ensure adherence to Weatherford policies (some mentioned below, not an exhaustive list)
      • Global Procurement Policy
      • AFE policy
      • Weatherford Inventory Control Policy
      • Weatherford Fixed Assets Policy,
    • Support  MENA Service Delivery strategy/Objective to meet Weatherford goals and objectives
    • Ensure for accuracy transaction in JDE for all inventories and assets for Fishing & Re-Entry
    • Understand the basic principles and operations of JDE
  • Perform various other duties and activities as assigned by supervisor within the physical constraints of the job.
    • Ensure Fishing & Re-entry update Asset folders as per ISO 29001 Oil + Gas Industry and SRQA process within the system,
    • Assist in all required transaction related to Equipment Management including EMQA document  storing process in Oman Fishing and Re-entry equipment
    • Following company processes and enhance the company’s quality management system and operation excellence and performance
    • Know and understand Weatherford Quality Policy and comply with all requirements of the Quality Systems Manual, Operating and Technical Procedures and Workplace Instructions.
    • Must understand and comply with all safety rules and company policies of Weatherford.
    • Providing professional Quality Assurance (QA/QC) Expertise, direction, and vision to management and staff
    • Guiding and mentoring of personnel on Quality Management System (QMS) and internal company processes and initiatives, i.e. Enterprise Excellence Program (EEP)
    • Conducting regular management review meetings, including reporting to management on the performance of implemented QMS effectiveness.
    • Planning and performing periodic system & process audits and summarize the report for the same.
    • Facilitating implementation of WPTS (Weatherford Performance Tracking System) including non-conformance reporting, preventive and corrective actions and functional key performance indicators.
    • Conducting regular surveys summarizing customer feedback on regular basis.
    • Promoting best practices to achieve and retain customer satisfaction.
    • Ensuring that customer requirements are determined and being met.
    • Identify root cause issues and lead implementation of corrective actions when needed.
    • Actively participate in company safety and environment procedures and programs and participate 100% in identified workplace personal protective Equipment requirements, fully participate in continuous process improvement and cost control, following quality policies, procedures and standards to maintain within company guidelines
    • Assist in the administration and maintenance of QHSE systems.
    • Perform various other duties and activities as assigned by your Direct Manager within physical constrains of the job.
    • Continuously Strive towards increased efficiency through integration of Quality QA/QC & HSE aspects into the all the facets of operational processes.
    • Manage all issues affecting service delivery in a timely manner.
    • Work assignments carried out to the highest quality level.

 

 

QUALIFICATIONS

Required Skills:

  • Proven track record in negotiating, planning and meeting financial and contractual targets
  • Project Management accounting skills including scheduling, planning, reporting and coordinating
  • Strong ability to priorities conflicting scheduling requirements within a customer service environment
  • Demonstrated effective personnel management experience
  • Strategic Thinker
  • Team Player
  • Logical and methodical, results driven
  • Having broader and advanced knowledge of company policy, products, services and operations
  • Highly developed personal skills, multi-cultural sensitivity and multi-tasks oriented.

POSITION SPECIFIC DETAILS

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