Hexagon Geosystems

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Senior Mine Planning Specialist – Service and Support

at Hexagon Geosystems

Posted: 2/23/2019
Job Reference #: 434880
Keywords: planning

Job Description

Job Title
Senior Mine Planning Specialist – Service and Support

Job Description
Purpose: To provide and oversee high value technical services for HxGN 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.
Key responsibilities include:
  • Provide extended services to clients.
  • Global services lead and scoping management. Overseeing and assuring that all leads and scopes are handled on time and are technically correct.
  • Global support cases management on as needed basis.  Overseeing and assuring that all phone and email cases are answered on time and are technically correct.
  • Identify trends in the quality of the support and the software and communicate these trends with appropriate departments.
  • Provide technical leadership in areas of expertise, cross skilling with other project team members to ensure transfer of knowledge and ample coverage of required duties.
  • Mentor the technical support and services specialists in the application of our software for services.
  • Provide masterful and advanced troubleshooting to deliver solutions and answers to clients in the most timely and accurate fashion for HxGN MinePlan software worldwide.
  • Adhere to and enforce a support schedule.
  • Lead and work collaboratively with other members of the technical support team.
  • Take ownership and responsibility for customer issue (technical cases or services leads), seeing them through to resolution or escalation as required.
  • Participate in On-Call (after hours) support activities as allowed by services schedule.
  • Follow, enforce and strive to improve the services team processes by making recommendations for improvements to processes where appropriate to increase the efficiency of the team.
  • Determine, delegate and create FAQ’s and self-service videos as required on as needed basis.
  • Identify issues and update training manuals or suggesting and constructing new training classes for new products.
  • 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 and mentor others how to provide effective documentation to the Product Development team; assist in capturing and identifying information about software issues (defects) and requests for enhancements (RFE’s).
  • Assist with software testing as needed.
  • Maintain, enhance and adhere to Hexagon Mining services documentation and reporting standards, systems and processes.
  • Champion Hexagon Mining in a helpful, professional and courteous manner during support, services, and professional conferences or shows.
  • Prepare and present technical papers and demos.
  • The position requires client training and project assists.
  •     Up to 50% 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 or Visa (if appropriate) required
  • 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.
This job description is not intended to be all inclusive.  Representatives may be required to perform other job-related duties as directed by a member of management to meet business needs and objectives
  • Specialized Knowledge in HxGN MinePlan software or similar
  • Holds a Mining Engineering Degree or Geology Degree (or similar)
  • Excellent computer operational and software application knowledge
  • Advanced proficiency with Microsoft Windows and Office Suite
  •     Experience with Microsoft SQL Server Database and Python Programming Language
  • Ability to form strong relationships with customers and champion the company professionally
  • Strong communication skills
  •     Strong time management and prioritization skills
  •     Ability to set and meet team and 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
  •     Ability to see where systems and / or processes can be improved to benefit the end user
  •     Desire to proactively expand own knowledge and skill set as well as sharing knowledge with other team members wherever possible
  •     Effective problem solving and conflict resolution skills with clients as well as coworkers

Job ID


United States