Senior MinePlan Engineer

Hexagon Mining

Riyadh, KSA

Full Time

Senior

Field

1 months ago

MineSightMicrosoft WindowsMicrosoft Office SuitePythonMicrosoft SQL ServerJIRA

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Key skills for this role

MineSightMicrosoft WindowsMicrosoft Office Suite

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About the Role

Hexagon Mining seeks a Senior MinePlan Engineer to ensure effective operation of mine planning software at customer sites. The role involves high-level technical support, troubleshooting, and optimizing mine planning solutions to enhance safety and productivity.

Key Skills for This Role

MineSightMicrosoft WindowsMicrosoft Office SuitePythonMicrosoft SQL ServerJIRA

Responsibilities

Provide masterful troubleshooting to deliver solutions and answers to clients for MineSight software worldwide.
Adhere to support schedule to ensure clients are not left waiting for answers.
Work collaboratively with technical support team to serve as primary customer contact for support and enhancements.
Take ownership and responsibility for customer issues, seeing them through to resolution or escalation.
Participate in On Call (after hours) support activities.
Follow Technical Support team processes and recommend improvements.
Provide technical leadership in areas of expertise and cross skill with other team members.
Provide FAQs and self service videos as required.
Utilize customer relationships to advise sales team of potential issues and service opportunities.
Provide documentation to Product Development team and assist in capturing software issues and enhancement requests.
Maintain and adhere to Hexagon Mining case documentation and reporting standards.
Represent Hexagon Mining in a helpful, professional and courteous manner.

Requirements

Experience working in a mine (preferred)
Bachelor's degree in Mining Engineering or Geology (preferred)
Experience with operations and/or blasting mining projects (preferred)
Experience/solid working knowledge with MineSight software package
Experience in a technical support environment
Experience with Microsoft SQL Server Database and Python Programming Language
Excellent communicator, verbal and written (English) communication and interpersonal skills
Experience managing ticket queues and reporting in ticket management systems
Experience with bug tracking tools such as JIRA
Valid Driver's License and passport or Visa

Full Job Posting

Purpose of the position

To ensure Hexagon Mining Mine planning software and systems operate effectively at customer mine sites and deliver tangible value to customers' mining operations.
To provide high value technical support for MineSight software worldwide.

Major area of Responsibilities

Provide masterful troubleshooting to deliver solutions and answers to clients for MineSight software worldwide.
Adhere to the schedule to support clients ensuring timely responses.
Work collaboratively with technical support team as primary customer contact for support and enhancements.
Take ownership and responsibility for customer issues, seeing them through to resolution or escalation.
Participate in On Call (after hours) support activities.
Follow Technical Support team processes and recommend improvements.
Provide technical leadership in areas of expertise and cross skill with team members.
Provide FAQs and self service videos as required.
Utilize customer relationships to advise sales team of potential issues and service opportunities.
Provide documentation to Product Development team and assist in capturing software issues and enhancement requests.
Maintain and adhere to Hexagon Mining case documentation and reporting standards.
Represent Hexagon Mining in a helpful, professional and courteous manner.

Knowledge, Skills And Abilities

Excellent computer operational and software application knowledge.
Advanced proficiency with Microsoft Windows and Office Suite.
Ability to form strong relationships with customers and represent the company professionally.
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 as part of a team.
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.
Desire to proactively expand own knowledge and skill set and share knowledge with team members.
Effective problem solving and conflict resolution skills.

Education And Experience Required

Experience working in a mine (preferred).
Bachelors in mining engineering or Geology (preferred).
Experience with operations and/or blasting mining projects (preferred).
Experience / solid working knowledge with MineSight software package.
Experience in a technical support environment.
Previous consulting experience is an asset.
Experience with Microsoft SQL Server Database and Python Programming Language.
An excellent communicator, verbal and written (English) communication and interpersonal skills.
Experience managing ticket queues and reporting in ticket management systems.
Experience with bug tracking tools such as JIRA.

Travel

Travel (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.

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