Customer Engagement Coordinator

SLB; Porlamar; Presencial; VES 50.847.000 - 76.271.000; Jornada completa

Descripción de la vacante

SLB in Venezuela seeks a Customer Engagement Coordinator to be the primary contact between the customer and SLB during service delivery, ensuring superior support, driving contract revenue, managing receivables, and fostering long-term relationships.

You will work with PSD teams to ensure contractual compliance, operational excellence, and adoption of technology-driven solutions, coordinating communications, reviewing service quality, and guiding invoices to resolution.

Formación

• Bachelor-level engineering degree required with relevant discipline.
• Minimum of 5 years in oilfield ops, field coordination, service delivery, or customer-facing roles.
• Strong understanding of service delivery workflows and customer management.
• Fluent English communication, written and verbal.
• Proven ability to build relationships and influence stakeholders.
• Commercial mindset with revenue-generation awareness.
• Ability to work in a dynamic, fast-paced environment.

Responsabilidades

• Act as the primary customer focal point throughout service delivery.
• Establish and maintain strong customer relationships and satisfaction.
• Coordinate communication between customers and service delivery teams.
• Capture and update customer activities in business systems.
• Capture, analyze, and communicate customer intelligence.
• Confirm and document job-specific customer requirements.
• Assess operational risks and develop mitigation plans.
• Participate in pre- and post-job briefings with PSD teams.
• Communicate recommendations to customers to minimize disruptions.
• Ensure all deliverables are accurate and on time.
• Review field tickets and service documentation for quality.
• Coordinate and facilitate customer reviews related to Service Quality events.
• Lead regular service quality meetings and monitor KPIs.
• Evaluate customer feedback through surveys and scorecards.
• Identify and resolve invoice disputes.
• Monitor COSD and support profitability and contract performance.
• Contribute to cost estimates for proposals.
• Identify cross-sell opportunities beyond existing terms.
• Support Account Planning and growth initiatives.
• Promote adoption of technological solutions delivering value.

Conocimientos

English communication

Customer management

Negotiation

Problem solving

Stakeholder influence

Commercial mindset

Educación

Bachelor's degree in Petroleum Engineering, Mechanical Engineering, Industrial Engineering, or related discipline

Descripción del empleo

About The Role

The Customer Engagement Coordinator (CEC) serves as the primary point of contact between the customer and SLB throughout the service delivery process. This role is responsible for ensuring superior customer support, driving contract revenue and profitability, managing receivables, and fostering long‑term customer relationships. The CEC works closely with service delivery teams to ensure contractual compliance, customer satisfaction, operational excellence, and the adoption of technology-driven solutions that address customer needs and challenges.

Key Responsibilities

• Act as the primary customer focal point throughout the service delivery process.
• Establish and maintain strong professional relationships with customers, ensuring a high level of customer satisfaction and engagement.
• Coordinate communication channels and activities between customers and service delivery teams.
• Capture and update customer activities in business systems to ensure service delivery visibility.
• Capture, analyze, and communicate significant customer intelligence internally to support business growth and operational effectiveness.
• Confirm and document job-specific customer requirements and expectations.
• Assess operational risks associated with customer jobs and develop mitigation plans as required.
• Participate in pre-job and post-job briefings/debriefings with Product Service Delivery (PSD) teams to ensure alignment on customer objectives.
• Communicate recommendations and corrective actions to customers to minimize unplanned events and operational disruptions.
• Ensure all job deliverables are accurate, complete, and delivered on time.Review the quality and completeness of field tickets and service documentation.
• Coordinate and facilitate customer reviews related to Service Quality (SQ) events.
• Lead regular service quality meetings with customers and monitor performance against agreed KPIs and service metrics.
• Evaluate customer feedback through satisfaction surveys, performance reviews, and operational scorecards.
• Proactively identify and resolve invoice disputes related to product and service delivery.
• Monitor resource consumption (COSD) and support profitability and contract performance objectives.
• Compile and review cost estimates for consolidation into technical and commercial proposals.
• Identify and capture Product Line and cross-Product Line sales opportunities outside existing contract terms.
• Contribute to Account Planning activities and support business growth initiatives.
• Promote the adoption of effective technological solutions that create value for both the customer and SLB.

Qualifications & Experience

• Bachelor's degree in Petroleum Engineering, Mechanical Engineering, Industrial Engineering, or related discipline.
• Minimum of 5 years of experience in oilfield operations, field coordination, service delivery, or customer-facing roles within the oil and gas industry.
• Strong understanding of operational workflows, service quality processes, and customer management.
• Solid English communication skills, both written and verbal.
• Proven ability to build customer relationships and influence stakeholders at different organizational levels.
• Strong negotiation, communication, and problem‑solving skills.
• Commercial mindset with the ability to identify revenue‑generating opportunities.
• Results‑oriented with experience managing service quality indicators and customer performance metrics.
• Ability to work effectively in a dynamic, fast‑paced operational environment.

SLB offers equal employment opportunity. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other characteristics protected by law.

SLB ofrece igualdad de oportunidades en el empleo. Los Solicitantes cualificadoes son considerados sin distincion de raza, color, religion, sexo, orientacion sexual, identidad de genero, origen nacional, edad, discapacidad u otras caracteristicas protegidas por la ley.