Services and Support Director

5 months ago

Johannesburg, South Africa Hexagon Mining, Inc. Full time

**The Company**:
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.

**Purpose of Position**:
The Services and Support Director (SSD) will oversee all support for clients' remote and on-site needs and assist with services offered by Hexagon Mining Operations to ensure the timely delivery of solutions to customer issues and maintain customer satisfaction.

The SSD will exercise initiative and independent judgement to develop, direct and manage customer-focused processes and procedures to ensure continued growth and profitability of the Support department while improving support processes.

The SSD is a major stakeholder in customer satisfaction management and will work with other Services and Support Managers to ensure best practices are established and followed within the region.

**Major Areas of Responsibility**:

- Manage services support staff and processes to support goals maintaining and improving of client satisfaction in a sustainable manner.
- Work with Regional Business Manager, Regional Service Managers and Account Managers to maximize customer satisfaction while adhering to safety, quality and profitability standards.
- Building and developing an effective organisation to provide support to Hexagon Mining customers
- Providing clear and timely reporting to VP Support relating to support delivery and issues
- Work with other regions to define best practices for support and execute projects in line with these best practices, policies and procedures
- Provide direct feedback to Product Management/Product Development on quality related issues and customer driven requests.
- Coach, supervise and monitor the performance of direct reports, including the provision of leadership and direction to ensure transfer of knowledge on products, industry and clientele, and professional development opportunities.
- Contribute to continuous improvement of processes within the team.
- Work collaboratively with the Sales Team and customers to ensure contracts, scopes of work and terms and conditions are unambiguous and beneficial to Hexagon Mining while identifying business risks for service delivery
- Develop and maintain strong relationships with customers and ensure team is customer focused. Foster positive relationships between the internal team and customer representatives.
- Task team members with work packages and monitor progress against deliverables, continuous improvement.
- To plan human resource levels and to align them with the business needs for the Region together with the Director EMEA and VP Support.
- Interface with other groups as required delivering the required business objectives.
- Track projects against budgets (time and cost). Provide regular project updates to internal stakeholders
- Collaborate with other team leads as needed.
- Define and enforce regional pricing policies for support delivery
- Provide technology expertise in a variety of areas and contribute to technical decision-making process.
- Take ownership of the customer relationship at the appropriate and agreed contact points driving the relationship and customer satisfaction
- Work with Service to facilitate the best handover of Projects after Project completion for continued support and maintenance
- Work with Product Introduction team to ensure new products are fit for purpose and the regional Support team is skilled in supporting new solutions
- Manage a register of all support agreements being carried out within the region
- Be part of the contract review team with a view of ensuring sustainable and profitable support delivery including participating in the quote for support as required
- Train and develop the Regional Support Team to be within this structure, cross trained and upskilled where possible and practicable
- Compliance with Hexagon Mining 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.
- Ensure all support actions are of high quality, profitable and enhance customer satisfaction, resulting in a successful life of mine relationship with customer
- Other duties as required from time to time.

**Knowledge and Experience - Required**:

- A relevant University degree in Mining, Computing, Engineering, or a related field.
- Minimum of 10-15 years Mining Domain Experience Preferred
- Extensive experience in a similar role
- Good customer management skills with the ability to develop strong rapport with customers.
- Proven experience delivering support to clients and understanding their needs.
- Strong sense of urgency, being able to work to tight deadlines and priorities where necessary.
- Considerable experience in a lea

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