Team Lead – Remote Operations Support (Biotech)
Nabors is a leading provider of advanced technology for the energy industry. With operations in about 20 countries, Nabors has established a global network of people, technology and equipment to deploy solutions that deliver safe, efficient and responsible hydrocarbon production. By leveraging its core competencies, particularly in drilling, engineering, automation, data science and manufacturing, Nabors aims to innovate the future of energy and enable the transition to a lower carbon world.
Nabors is looking for a Team Lead to oversee our Rigline 24/7 remote operations support team. This role is essential in delivering prompt and high-quality support to our global customers. The Team Lead will manage a team of skilled professionals, ensuring efficient shift operations, addressing challenges as the primary point of contact, and facilitating seamless shift handovers. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and effectively collaborates with management, product teams, engineers, field technicians, rig personnel, customers, and partners. This position follows a 14-days-on/14-days-off rotational schedule.
Rigline 24/7 is a team of highly skilled and technically trained professionals with in-depth expertise in Nabors products and services. We provide continuous support for our capital rig equipment, technology solutions, and service offerings. Operating 24/7, our team delivers global customer support from our headquarters in Houston, Texas.
- Coordinate and supervise the activities of technicians during their shift to ensure efficient and excellent customer service while focusing on minimizing downtime, providing proactive support, and enhancing our safety culture.
- Serve as the primary point of contact for any issues or challenges and interact with the escalation points during the shift if needed.
- Responsible for Major Event handling.
- Ensure smooth handover between shifts.
- Monitor emails and case queues during the shift.
- Perform quality assessments of technicians on a periodic basis and provide feedback/coaching as needed.
- Ensure the team meets defined KPIs, service level agreements, and is closing cases timely.
MINIMUM QUALIFICATIONS:
- 5+ years of experience in drilling operations or oil & gas industry as a field technician or remote support
- A customer-first mindset, ensuring every decision is made in the best interest of the customer and company.
- Ability to adapt to changing environments and handle high-pressure situations with composure.
- Strong analytical and decision-making skills to address challenges swiftly and effectively.
- Excellent verbal and written communication skills.
- Skilled in coaching, mentoring, and driving team performance.
PREFERRED QUALIFICATIONS:
- Experience managing small teams
- Experience in a technical support or customer service role
- Intermediate understanding of drilling operations and equipment, as well as Nabors products and services.
- Bilingual communication skills (speaking and writing)
PHYSICAL REQUIREMENTS / WORKING CONDITIONS:
- Ability to manage multiple high-priority issues and ensure issues are resolved in a timely manner
- Strong organizational skills with the ability to effectively meet tight deadlines and address urgent high-priority request
- Position will be office based, working a 14-days on/ 14-days off rotational schedule
- Proficient computer skills (Microsoft Office Suite including Word, Excel, Outlook, Teams, and PowerPoint, typing at 35+ WPM, etc.)
