Global Hardware Support & Reliability Specialist

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:

The purpose of the Global Hardware Reliability Specialist role is to improve the reliability and supportability of Hexagon’s 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 Hexagon’s 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

o Provide second-level support to regional Services and Support teams addressing the support and deployment of Hexagon hardware solutions.

o Knowledgeable of the installation, configuration, maintenance, and operation of Hexagon solutions

o Assist regions with the delivery and training of solutions for first in region or new hardware solution deployments.

o Address and resolve hardware issues escalated to the Global Support Team

• Regional Training of Service & Support Teams

o 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

o Assist and train regions with the repair, deployment, support, and usage of Hexagon hardware solutions

o Train regional teams so that they are capable of training their customers

• Technical Validation and Documentation

o Collaborate with Product Development and New Product Introduction in the technical validation of new hardware updates and releases

o Assist in the organization and execution of test, maintenance, and repair plans both internally and with the regions in the field

o Update technical documentation (installation, maintenance, troubleshooting, etc.) for the product as needed.

• Collaboration with Customer Success Efforts

o Collaborate with customer success teams, product teams, and other teams as needed providing technical expertise in the scope and usage of Hexagon’s hardware solutions.

o Meet key performance indicators as defined by the Management Team

o 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, and/or 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 and/or Portuguese)

• Previous experience working with remote teams

• Minimum of 10 years’ experience in similar role

• Ability to obtain a driver’s license

• Ability to pass background, police check, drug and alcohol screening, and full mine site medical.

Travel:

• Up to 25% - international and/or domestic.

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