Senior MinePlan Engineer

Role Overview

Major Responsibilities

• Troubleshoot MineSight issues and provide timely, accurate client solutions.
• Follow support schedules and act as a primary customer contact when appropriate.
• Own customer issues through resolution or escalation.
• Participate in after-hours on-call support.
• Improve technical support processes and team efficiency.
• Provide technical leadership and cross-training to team members.
• Create FAQs and self-service videos.
• Advise Sales about customer issues and service opportunities.
• Document software defects and enhancement requests for Product Development.
• Maintain case documentation and reporting standards.
• Represent Hexagon Mining professionally and courteously.
• Support client training and project assistance when required.

Knowledge, Skills and Abilities

• Demonstrate excellent computer and software application knowledge.
• Use Microsoft Windows and Office Suite at an advanced level.
• Build strong customer relationships and represent the company professionally.
• Manage time, priorities, concurrent tasks, goals, and deadlines effectively.
• Work autonomously and collaboratively in a high-pressure environment.
• Rapidly understand technical solutions, concepts, and products.
• Identify system and process improvements for end users.
• Apply problem-solving and conflict-resolution skills.

Education and Experience

• Experience with the MineSight software package and a technical support environment is required.
• Experience with Microsoft SQL Server, Python, ticket management systems, and JIRA is required.
• Experience working in a mine or with mining operations or blasting projects is preferred.
• A bachelor's degree in mining engineering or geology is preferred.
• Previous consulting experience is an asset.
• Excellent written and verbal English communication skills are required.

Travel and Site Work

• Local, national, and international travel is required to deliver services at client sites.
• The role may include inter-country and out-of-country travel.
• A valid driver's license and appropriate passport or visa are required.

Compliance