Services & Support Engineer I

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 @Hexagon AB.

Split Engineering joined Hexagon Mining in April 2019.
Founded in 1997, Split Engineering is the worldwide leader in coarse rock fragmentation size analysis for the mining and mineral processing industry. Split Engineering provides its clients with important operational information regarding fragmentation size through its imaging software, Split.
Split Engineering and its representatives have commissioned over one hundred Split-Online systems at more than eighty-five client sites worldwide on five continents, and more than 40 countries, in South America, Africa, Europe, Australasia, as well as North America. Split Engineering has its headquarters in North America (Tucson, AZ) and an office in South America (Santiago, Chile) and Africa (South Africa), with other affiliated companies in Australia and Europe.

Scope of the role:

- To ensure Hexagon Mining’s Split and Minnovere systems at customer sites operate effectively and deliver tangible value to our customers mining operations.
- To provide training, instruction and advice to our customers on the effective use and operation of Hexagon Mining’s Split systems
- To deploy new and upgraded systems at customers mine sites.
- To do troubleshooting and configuration of software and hardware systems.
- To provide site-based and remote system support to customers in the region.
- To develop procedures and system reports in response to the customer’s requests and needs.

Candidate will be expected to ascend the learning curve associated with the Split-Desktop and Split-Online software applications and will be expected to become knowledgeable with all aspects of the hardware used in Split-Online systems.
A candidate with prior industry experience will be preferred as they will be able to immediately provide value through data interpretation and consulting services to our clients and product research and development to Split Engineering and Minnovere.
Working environment will vary from office to site and can include working at heights and through challenging environmental conditions including heat, noise, and dust.

Major Areas of Responsibility:

- Independently perform work as required to ensure the customer’s reliability expectations are met for all phases of system implementation:

o Liaise with client for system service and support.
o Define and review project proposals and plans with colleagues and customers
o Determine project specifications by studying product design, customer requirements, and performance standards
o Execute projects including definition of project phases, elements and schedule
o Assist in on-site system installation and commissioning of image analysis systems hardware and software: coordinate on-site system start-up, configure software settings and perform system calibration.
o Provide training to operators and other customer personnel in the use and operation of Hexagon Mining systems at customer sites
o Maintain and control projects following project management standards including monitoring of progress, coordinating activities, and problem resolution
o Assist with remote and on-site follow up to close out projects and finalise commissioning/installation reports
o Administer service agreements and provide related support including operational assistance, routine maintenance, software upgrades and emergency technical support..
o Maintain project data base of deployed systems, specific configurations and system status.
o Writing computer programs, entering and backing up data.
o In-house hardware/software integration and testing: Assemble and wire equipment, pre-test equipment and pre-load and configure software.

- Establish and maintain effective working relationships with Project Managers, Account Managers and Services Manager
- Provide data interpretation for clients, as value-added service.
- Assist in developing new products
- Leverage client relationships to advise on potential sales issues and opportunities.

Knowledge and Experience - Required:

- High skill level with computers including Windows OS, various software applications, computer networking issues and hardware issues.
- Knowledge of network infrastructure (LANS, WANS, etc.) and configuration.
- Exposure to communication and database protocols (ODBC, OPC, SQL, 4-20 m A analog).
- Practical working knowledge of electronics.
- Experience with the application of technology in a harsh industrial environment

- Willingness to learn new skills and be trained in Hexagon Mining’s products
- Good analytical skills to troubleshoot and diagnose problems quickly.
- Strong communication skills.
- Experience of customer orientated environment and demonstrated customer service experience.
- Ability to liaise with customers in an empathic and technically effective manner.
- Ability to work well with a team but also proactively with minimal supervision.
- Report Writing, Project Management and Process improvement tools and techniques
- Documentation, Safety management and Microsoft Office tools
- Compliance with Hexagon Mining’s Workplace Health and Safety policies and procedures (and those of clients’ sites visited).
- Participation in audits and compliance with instructions given in respect to the health and safety of himself / herself and the safety of others
- Foster an environment that supports fellow staff and allows them to succeed
- Provide coaching of colleagues to build capacity and morale by identify and recommend training opportunities for self and colleagues

Key behaviour:

- Protect the company brand and reputation by exhibiting good behaviour and reporting on any noncompliance to safety, procedural, or other customer dictated regulations
- Maintain good relations with the customer‘s personnel and clearly communicate any issues that may arise
- Taking ownership and responsibility for customer issues and problems and seeing them through to resolution wherever possible
- Establish and maintain effective working relationships with managers, technicians and engineers
- Continuously seek opportunities to improve the quality of the systems, installations, and support procedures

Additional Information:

- Degree / Technical qualification / Trade Certificate in either Electrical Engineering, Chemical Engineering or Computer Science /IT
- Relevant industry and/or project management experience preferred.

Travel:

- Flexible as the successful candidate would be required to sometimes work on weekends, after working hours and travel to different sites with many being outside of the country.
- Candidate must have a current Passport and valid driver’s license, as well as pass a background check

Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics.