Service Quality and Reliability engineer is responsible for the implementation of the ISO 9001 requirements, cost optimization for DH Tools by increasing their life and reliability where applicable. Also, developing / coordinating the quality management system to support the service operations in the facility. Provide technical engineering support for NOV Downhole Service facility, Sales & Operations and Product Line Engineering groups specific to Quality and Reliability. Analyzing the trends of the performance of the tools and improving the product Reliability and Service Quality. Assist the regional and local sales team for any business tender related to quality management system.
Responsibilities
RESPONSIBILITIES/ACCOUNTABILTY & AUTHORITY:
Workshop daily presence:
Monitor and ensure all quality standards are following during tool assembly, disassembly, storage, and shipping.
Monitor service issues, damage trends, and tool servicing process.
Identify room for improvement in the tool service protocols.
Monitor and track vendor performance for critical suppliers.
Record all non-conformances in JDE and close them in a timely manner.
Initiate, assign and monitor 5S implementation at service facility.
- Act as a liaison between operations and engineering for product development and enhancement.
- Re-evaluate components that are considered scrap according to current procedures and suggest rework methods to extend their usage to reduce operating costs.
- To have enough knowledge and experience to work on engineering design software packages to produce rework drawings.
- Propose product modifications to increase parts longevity and reliability and carry out engineering studies and simulations to verify the proposals.
Keep track of implemented modifications and new rework methods along with the resulting cost reduction.
Customer Focus
Initiate ITrax process for all internal or customer reported incidents related to tools.
Lead failure investigations with support from application engineering and product line engineering as required.
Create, document, and follow up corrective actions with root cause analysis.
Elevate and support investigation to obtain level 1, 2 etc. reports as needed.
Participate on regular ITrax review meetings (open incidents & other SQ issues).
Participate the service quality/investigation meeting with customers and prepare the presentation.
Internal Communications
Review all new releases of service documents. (SQA, LSP & level 2 documents). Identify the need for creating and establishing local service procedure (LSP) based on reliability and quality trends of the tools.
Create engineering change request for new service document also revise the existing engineering and SQ document
Conduct SQ meeting with customers by participating with sales and engineering team to get the feedback for improving the product quality
Monthly participate in the SQ meeting and monthly performance meeting and submit monthly report and quality objectives and targets to the Regional Leader.
Monthly Follow up and Update the Objectives and Target for the facility and data to be added to the Online location scorecard sheet.
Audits
Conduct monthly process audits for the location facility
Plan and schedule self-audits and conduct them as planned
Perform supplier audits for new suppliers and when required. Monitor the supplier’s performance following ISO 9001 and NOV QMS
Observe HSE regulations, encourages safe working practices, corrects obvious hazard immediately or reports them to the proper personnel.
Sustain the 5s and Lean process as per facility procedures
Facility Specific Responsibilities
All the above-mentioned responsibilities are facility specific responsibilities.
The SQR works closely with the Facility / Operations Manager, Logistics and Inventory Manager, Service Supervisor, Application Engineer and the Regional SQR Manager
Qualifications
BEHAVIORAL SKILLS/COMPETENCIES & EXPERIENCE REQUIRED
University Degree preferred, Mechanical/Petroleum Engineer.
5-8 years of service shop operations quality experience, especially in repairs and maintenance areas.
Documentation and Training Skills a plus.
Experience in Quality Management System.
Exposure to Quality Management system.
ISO certification — Lead Auditor I auditor.
Mentorship.
Time Management.
Organizational Agility.
Written Communication.
Integrity and Trust.
Customer presentation.
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