Technical Support Engineer

Job Summary

The Technical Support Engineer position is based in Jakarta, Indonesia, and will play a key role in providing technical and sales support for Indonesia, with additional support across the APAC region as and when required. The role is responsible for understanding client requirements, recommending appropriate technical solutions, and ensuring the efficient execution of technical activities and operations.

This role requires a strong technical background, particularly in downhole tools, combined with excellent communication and organizational skills.

Responsibilities

Technical Support: 

• Install and Configure Equipment: Assist clients in selecting and setting up appropriate tools and equipment, ensuring they are tailored to specific operational needs.
• Troubleshooting and Problem Resolution: Diagnose and resolve complex technical issues by analyzing feedback, collaborating with other engineers, and utilizing advanced troubleshooting techniques. Ensure that all issues are documented and tracked for future reference.
• Non-Conformance Reporting and Investigation: Conduct investigations into equipment and process failures, identifying root causes and implementing corrective actions. Ensure that investigations are thoroughly documented and that all findings are communicated both internally and externally. This involves:
  • NCR Creation: Documenting any deviation from expected performance or quality standards in a detailed NCR. This includes gathering all relevant data, witness statements, and preliminary findings.
  • Investigation and Root Cause Analysis: Conducting a detailed investigation to identify the root cause of the non-conformance. Utilize tools such as Failure Mode and Effects Analysis (FMEA) or Root Cause Analysis (RCA) to ensure a comprehensive understanding of the issue.
  • Corrective and Preventive Actions: Developing and implementing corrective actions to address the root cause, as well as preventive measures to avoid recurrence. This may involve changes to design, process, or materials used.
  • Close-out of Reports: Ensuring that all NCRs are closed out in a timely manner, with all corrective and preventive actions completed and verified. The close-out process should be documented, and any necessary updates to procedures or standards should be made.
  • Internal and External Reporting: Reporting the findings and close-out of NCRs to relevant internal stakeholders, including management and quality teams, as well as external parties such as clients or regulatory bodies as required.
• Product Development Support: Collaborate with Product Champions, Design Engineers, and R&D teams to facilitate the successful release and deployment of new products, ensuring all technical bulletins are accurately communicated to the APAC team.
• Technical Focal Point: Act as the primary technical point of contact for all company product lines, providing expertise and guidance to both internal teams and clients.

 
 
Operations Support: 

• Onsite Support: Provide onshore and offshore operational support, including emergency maintenance of equipment and on-site technical assistance as needed.
• Project Management: Coordinate with the Sales and Operations teams to ensure projects are delivered on time, with thorough operational planning for professional execution.
• Equipment Investigations: Conduct detailed investigations into equipment performance, addressing any non-conformance issues and ensuring that lessons learned are disseminated across relevant teams.

Requirements

• Bachelor's degree in Engineering or a relevant engineering discipline.
• Minimum 8–10 years of relevant industry experience in well completion and intervention services.
• Good technical knowledge and understanding of downhole tools and completion systems.
• Experience working with 3D CAD software would be an added advantage.
• High degree of accuracy and strong attention to detail.
• Well-organized, with the ability to manage multiple tasks and priorities simultaneously.
• Ability to work independently with minimal supervision and collaboratively as part of a team.
• Strong service-oriented mindset with a proactive and customer-focused approach.
• Excellent command of written and spoken English, with effective communication skills.