[Hiring] Technical Support Specialist, Survey & Engineering @Hexagon Geosystems

Role Description

The role primarily focuses on working 2nd Level Survey support cases for the Survey line of Leica Geosystems products (Captivate/Infinity and related software & Services). Support cases are resolved by direct customer contact through various channels including telephone, email, remote sessions, and in-person visits. A crucial part of case management is liaising with both the US/CA Central and the Global Business Unit Support Teams when handling elevated support cases. The position also entails providing software and hardware training to customers, direct sales teams, and indirect sales channels, which may be delivered through in-person classroom style sessions or online. The individual is also responsible for developing online learning materials, support materials, and knowledgebase articles. Finally, the role requires occasional site visits to strategic customers to serve as a technical resource for the local Direct/Indirect Sales Teams.

Essential Duties and Responsibilities

• Provides technical support for customers and sales representatives over the phone, internet and via e-mail, for total stations, GNSS, controllers and related software sold by the Survey Segment team.
• Provides support and training services including field training, system integration, and software installation at customer sites.
• Develops and delivers technical training aids and formal courses.
• Logs all support requests into support incident database. Acts as the support incident owner, escalates support requests as appropriate, and ensures the support request is resolved and the incident is closed.
• Assists with trade shows and exhibitions, as and when needed.
• Conducts field tests and analyses results related to the performance and behaviour of the equipment under different working conditions.
• Provides input to Manager on a regular basis with respect to product performance, product testing, competitive products and product/marketing needs and requirements.
• Maintains a training schedule and ensures resources are deployed as needed in support of those customers training requests, if not self-performed.
• Assists Sales Representatives in developing and sales for Leica products, providing pre and post sales technical support and expertise.

Qualifications

• Bachelor's degree in geodesy or surveying plus a minimum of two years related experience in the use of Leica Total Stations and Leica GNSS in survey and construction related applications.
• Knowledge of the integration of regular Survey data with Imagery and Point Cloud data, as well as processing workflows and the generation of deliverables within various 3D modeling & CAD software packages is desirable.

Certificates, Licenses, Registrations

• Registered Land Surveyors License preferred but not required.
• Any additional survey certifications a plus.

Travel Requirements

• Approximately 20%. This could be as high as 50% during initial training period.

Computer Skills

• Proficiency with Microsoft Office, particularly Excel, Word, PowerPoint and Access.
• Basic understanding of Surveying, GPS, and modeling & CAD software.
• Ability to quickly master and explain any software.

Benefits

• Paid Time Off
• 401k matching up to 6% of compensation
• Medical, Dental, Vision, Healthcare FSA & HSA
• No cost Life Insurance
• Other insurance options including accident, critical illness, hospital care, accidental D&D and short & long-term disability at reduced/negotiated costs.
• Tuition reimbursement
• Commuter benefits
• Pre-paid legal counsel
• Low-cost identity protection
• Employee & Family Assistance Program