Job Description
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. Hexagons Mining division solves surface and underground mine challenges with proven technologies for planning operations and safety. Hexagon Nasdaq Stockholm HEXA B has approximately 24000 employees in 50 countries and net sales of approximately 5.5bn USD. Learn more at hexagon.com and follow us HexagonAB.
Purpose of Position
The purpose of the Global Hardware Reliability Specialist role is to improve the reliability and supportability of Hexagons Mining hardware solutions in customer operations across all solution portfolios Operations Safety Underground and Autonomous. This role sits within Global Support and acts as the primary interface between Product Development Hardware Engineering teams and Regional Hardware Repair and Services teams. The Global Hardware Reliability Specialist drives consistent testing deployment and repair practices delivers competency training to regional teams and ensures that operational learnings from the regions are fed back into product and process improvements to support the success efficiency and scalability of Hexagon solutions.
Duties and Responsibilities
• Acquire and maintain expert knowledge of Hexagons Hardware solutions across all solution portfolios Operations Safety Underground and Autonomous. • Serve as the primary liaison between Product Development Hardware teams and Regional Hardware Support & Maintenance teams. Collect and synthesize regional operational information failure modes recurring issues improvement opportunities and communicate it to Product Development. Share and roll out new hardware information procedures and best practices from Product Development to the regions. • Tier 2 Technical & Deployment Support • Provide second-level support to regional Services and Support teams addressing the support and deployment of Hexagon hardware solutions. • Knowledgeable of the installation configuration maintenance and operation of Hexagon solutions. • Assist regions with the delivery and training of solutions for first in region or new hardware solution deployments. • Address and resolve hardware issues escalated to the Global Support Team • Regional Training of Service & Support Teams • Knowledge sharing and training of regional support deployment and repair technicians engineers regarding product functionality new features and new releases including the installation configuration maintenance and operation of the solution. • Assist and train regions with the repair deployment support and usage of Hexagon hardware solutions. • Train regional teams so that they are capable of training their customers • Technical Validation and Documentation • Collaborate with Product Development and New Product Introduction in the technical validation of new hardware updates and releases. • Assist in the organization and execution of test maintenance and repair plans both internally and with the regions in the field. • Update technical documentation installation maintenance troubleshooting etc. for the product as needed. • Collaboration with Customer Success Efforts • Collaborate with customer success teams product teams and other teams as needed providing technical expertise in the scope and usage of Hexagons hardware solutions. • Meet key performance indicators as defined by the Management Team • Other duties as assigned
Knowledge minimum requirements
• Associate 2-year Degree in technology engineering technology or a related field • Experience in testing troubleshooting diagnosis and repair of hardware components built for rugged environments. • Minimum of 5 years experience working with technology GPS communication andor radio transmission • Minimum of 5 years experience working in a workshop with the ability to work in the field if required.
Skills required
• Fluency in English. • Exceptional interpersonal skills and the ability to work within diverse and dynamic environments. • Ability to coach and passion to see others achieve their full potential. • Microsoft Office package - intermediate. • High levels of written oral and electronic communication skills. • High level of planning organizational and self-management skills
Knowledge Skills and Experience preferred but not essential
• Bachelor 4-year Degree in technology engineering technology or a related field • Bilingual English Spanish andor Portuguese • Previous experience working with remote teams • Minimum of 10 years experience in similar role • Ability to obtain a drivers license • Ability to pass background police check drug and alcohol screening and full mine site medical.
Travel
Up to 25 - international andor domestic.
Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics.