Responsibilities

• Establish a dedicated Help Desk and Training organization that supports Omnira’s ambitious growth plan.
• Lead the team that provides Help Desk and Training Services to our client base.
• Gain a deep understanding of Omnira’s solutions to effectively guide your team and assist customers.
• Hold regular 1:1 meetings with team members to ensure objectives are being met.
• Provide regular performance reviews to ensure the team is developing every term.
• Ensure Help Desk and Training processes are upheld to support Omnira’s commitment to providing the highest quality of support for our clients.
• Ensure systems are in place and utilized to capture, report, and communicate standards of service (KPIs), including client feedback and trends in product direction.
• Develop and deliver training programs for new support team members.
• Ensure there is accountability with thorough follow-up on unresolved issues or escalations and sharing of client feedback within the organization.
• Work closely with the P&D and the Sales teams to understand, address, and resolve customer concerns.
• Ensure Omnira Training offerings are always improving and provide a high level of customer satisfaction.
• Establish and maintain strong relationships with customers to understand their needs and expectations.
• Ensure staffing and knowledge levels are in place to support clients.
• Identify opportunities for improving support processes and customer satisfaction.

Qualifications

• Passionate about customer satisfaction.
• Experience with Help Desk and/or Training Center Management.
• Bachelor's degree with at least five years of experience within Oil and Gas industry.
• Ideally work experience in one of the following areas: petroleum economics, reserves management and reporting, budgeting, or field development planning.
• Strong leadership skills.
• Experience leading a team of technical experts.
• Strong verbal and written communication skills are essential.
• Sharp analytical, technical, and troubleshooting/problem-solving skills.
• Motivated, self-starter with an excellent work ethic and high level of integrity.

Who We Are