Support Coordinator

Forum Energy Technologies; Westhill; On-site; GBP 30,000 - 50,000; Full time

Job summary

Forum Energy Technologies seeks a proactive Support Coordinator to provide first-line assistance for customers using VisualSoft products, both onshore and offshore. The role involves logging, routing, and tracking support queries, assisting with documentation, and occasionally visiting client sites to aid product usage and training.

The candidate should bring offshore survey experience, strong communication skills, and a customer-focused mindset to support our global client base and collaborate

Qualifications

• Offshore survey experience is required.
• Strong communication skills, both verbal and written.
• Team-oriented and customer-focused work approach.

Responsibilities

• Provide first level support to customers using Visualsoft products.
• Manage referrals of support queries to the VisualSoft team as needed.
• Track support queries to ensure timely responses and identify FAQs.
• Assist with product documentation and record keeping.
• Occasionally visit client premises to assist with VisualSoft usage.
• Assist with product testing and verification.
• Deliver or assist with VisualSoft training courses.

Skills

Offshore survey experience

Communication skills

Team player

Customer focus

Education

Secondary education

IT or survey degree desirable

Job description

Key Responsibilities

• Provide first level support to customers using Visualsoft acquisition, processing and data display products.
• Manage referrals of support queries to other members of the VisualSoft team as necessary.
• Track support queries to ensure timely response times and detect FAQs.
• Assist with product documentation and record keeping.
• Occasionally attend client’s premises to consult or assist with the use of the VisualSoft suite.
• Assist with product testing and verification.
• Occasionally deliver or assist with delivery of VisualSoft training courses.
• Oversee email and telephone support for onshore and offshore clients: We operate an email and telephone support service for users of VisualSoft products. We need someone to provide the first line of response to those calls and emails during normal office hours. Our team of Software Developers and Support Engineers will be available to assist when required.
• Participate in weekly out-of-hours customer support rota.
• Develop and maintain FAQ, troubleshooting guide and knowledgebase. In parallel with the development of help files and user manuals, we maintain an online knowledgebase which needs to be updated as the software improves and evolves.
• Assist to develop and maintain user manuals, help files and related documentation. As time and other duties permit, the Support Coordinator would be ideally placed to assist as an author and editor of our product documentation.
• Assist with testing of VisualSoft products. We test all new and changed products prior to final release, and the knowledge and experience of the Support Coordinator will help with that testing.
• Assist with product design and specification. As with the testing of our products, the initial design and specification of our products benefits from knowledge and experience of using such products or of performing the types of tasks for which the products are intended.

Skills/Knowledge (essential)

• Previous offshore experience in a survey related field
• Good communication skills, both verbal and written
• Team player
• Customer focus

Skills/Knowledge (desirable)

• Previous experience in the field of subsea survey
• Previous experience of customer support
• Previous experience of a helpdesk or support role
• Previous experience of survey data acquisition or processing
• Previous training experience

Education

• Secondary school qualifications
• Degree in an IT or survey related subject or similar is desirable

About FET

FET (Forum Energy Technologies, Inc.) is a global company, serving the crude oil, natural gas, and renewable energy industries. FET is headquartered in Houston, TX with quality manufacturing, efficient distribution, and service facilities conveniently located to support the major energy-producing regions of the world. Forum’s products and services range from the underwater reservoir to the refinery, from the sea floor to the above ground transportation line. We pride ourselves on giving you a comprehensive offering of solutions to maximize your operations and improve your bottom line. Our customers are our partners and we work with them to solve their ever-changing challenges.

FET is an Equal Opportunity Employer. FET does not discriminate on the basis of race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected under federal, state, or local law. All employment decisions and practices at FET are subject to the foregoing non-discrimination provisions and are based solely on merit, competence, performance, and business needs at the time.

As part of our hiring process, we may use technology, including AI-enabled tools, to help review and assess applications based on job-related criteria. All hiring decisions are made by our recruitment team and hiring managers.

FET is committed to protecting the privacy and security of your personal information. As part of the recruitment process, we collect and process personal data relating to job applicants in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) requirements.

By submitting an application, you acknowledge that FET may collect, use, store, and transfer your personal information for recruitment and employment-related purposes.

Please review our Applicant Privacy Notice for detailed information regarding:

• The personal data we collect and process
• The purposes and legal basis for processing your data
• How long your information will be retained
• How your information may be transferred internationally
• Your data privacy rights, including requests for access, correction, or deletion of your personal data

To Review Our Applicant Privacy Notice, Please Visit

https://f-e-t.com/wp-content/uploads/2026/08/Privacy-Notice-Applicants-31.07.26.pdf

By applying for this position, you confirm that you have read and understood the Applicant Privacy Notice.