Senior MinePlan Engineer

Purpose of the position

Major area of Responsibilities

• To provide masterful troubleshooting in order to deliver solutions and answers to clients in the most timely and accurate fashion for MineSight software worldwide.
• Adhere to the schedule to support clients ensuring that you are where you are supposed to be so that clients are not left waiting for answers or on hold.
• Work collaboratively with other members of the technical support team to serve as primary customer contact for support and enhancements when appropriate.
• Taking ownership and responsibility for customer issues, seeing them through to resolution or escalation as required.
• To participate in On-Call (after hours) support activities.
• To follow the Technical Support team processes, making recommendations for improvements to processes where appropriate to increase the efficiency of the team.
• Providing technical leadership in areas of expertise, cross skilling with other project team members to ensure transfer of knowledge and ample coverage of required duties.
• Providing FAQ’s and self-service videos as required.
• Utilizing relationships developed with customers and other contacts to advise sales team of potential issues affecting customers as well as other services opportunities for Hexagon.
• Provide highly effective documentation to the Product Development team and assist in capturing and identifying information about software issues (defects) and requests for enhancements (RFE’s).
• Maintain, enhance and adhere to Hexagon Mining case documentation and reporting standards, systems and processes.
• Represent Hexagon Mining in a helpful, professional and courteous manner at all times.