Provide technical support and services for Hexagon Mining's MinePlan software worldwide. Troubleshoot issues, manage cases to resolution or escalation, deliver client training and project assistance, create documentation and self-service materials, assist product development with defect reporting and testing, participate in on-call support, and travel to client sites as needed.
The Company:
Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous — ensuring a scalable, sustainable future.
Hexagon’s Mining division solves surface and underground mine challenges with proven technologies for planning, operations, and safety.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,000 employees in 50 countries and net sales of approximately 5.5bn USD. Learn more at hexagon.com and follow us @HexagonAB.
Purpose of Position:To provide high value technical support and services for MinePlan software worldwide. To ensure Hexagon Mining Mine planning software and systems operate effectively at customer mine sites and deliver tangible value to our customers mining operations.
Major Areas of Responsibility:- Provide masterful troubleshooting to deliver solutions and answers to clients in the most timely and accurate fashion for MinePlan software worldwide.
- Deliver client trainings and project assists where the need and skill set matches.
- Work collaboratively with other members of the technical support team.
- Take ownership and responsibility for customer issues (technical cases or services leads), seeing them through to resolution or escalation as required.
- Participate in On-Call (after hours) support activities.
- Follow the Technical Support team processes, making recommendations for improvements to processes where appropriate to increase the efficiency of the team.
- Create FAQ’s and self-service videos as required.
- Update training manuals.
- Utilize relationships developed with customers and other contacts to advise sales team of potential issues affecting customers as well as other services opportunities for Hexagon Mining.
- Provide effective documentation to the Product Development team and assist in capturing and identifying information about software issues (defects) and requests for enhancements (RFE’s).
- Assist with software testing as needed.
- Maintain and adhere to Hexagon Mining case documentation and reporting standards, systems, and processes.
- Represent Hexagon Mining in a helpful, professional, and courteous manner during support, services, and professional conferences or shows.
- Prepare and present technical papers and demos.
- Compliance with Hexagon Mining’s Workplace Health and Safety policies and procedures, participation in audits and compliance with instructions given in respect to the health and safety of himself/herself and the safety of others where appropriate.
- Minimum BS in Engineering or Geology
- Excellent computer operational and software application knowledge.
- Advanced proficiency with Microsoft Windows and Office Suite.
- Ability to form strong relationships with customers and represent the company professionally.
- Strong communication skills.
- Ability to set and meet individual goals and deadlines.
- Ability to thrive in a high-pressure environment.
- Ability to work autonomously or part of a team environment.
- Ability to manage multiple concurrent tasks.
- Ability to rapidly grasp technical solutions, concepts, and products.
- Up to 30% of travel per year (local, national, and international) will be a requirement of this role to deliver services to clients at client sites.
- Valid Driver’s License and passport.
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