Summary
Join the Production Software Business Unit (PS BU) to deliver high-quality reactive and proactive support for Hexagon's Mould & Die product suite across global Manufacturing Intelligence (MI) regions. Collaborate closely with the Global Senior Support Manager to build strong relationships with regional teams, support colleagues, and key stakeholders, ensuring effective issue resolution and continuous improvement in service delivery.
Job Responsibilities
• Provide reactive support services such as second level support to the regional teams and partner network
• Through provision of proactive services, help Hexagon MI regions improve the level of support provided to their end users and be more efficient in their operation.
Second Level Support:
• Manage complex customer issues that are escalated by the regional teams and partners
• Investigate potential bug fixes and enhancements and, where applicable, liaise with Product Management and Development teams to document and log appropriate requests for software development.
• Provide direct support of established resellers who require high levels of support.
Pre-sales:
• Generate pre-sale collateral that can assist the regions in their technical sales activities; thus, improving standards and avoiding duplication of effort.
Training and documentation:
• Support the release of new products/versions to ensure that regional technical support teams are prepared to support the new features and functionality introduced.
• Generate support documentation that can be localised within the region to help with the support of their customers; thus, improving standards and avoiding duplication of effort.
• Work with the regional support teams to generate, manage & promote self-service support solutions, forums and communities
• Create template customer training courses and documentation that can be localised with the regions; thus, improving standards and avoiding duplication of effort.
Product adoption:
• Provide help and assistance to regions to adopt products that are not yet distributed within the region. This may require time within the region to provide training, support.
Qualifications
• Degree from a general engineering school, preferably with a focus on manufacturing or design engineering
• Proficiency in CAD and/or CAM systems
• Relevant experience in an industrial environment
• Business fluent in English
• Experience and knowledge in one or more of the following areas (a strong advantage):
o Mould design and/or manufacture
o CNC milling or wire EDM
o Progressive die and press tools design or manufacture
• Willingness to travel globally, including occasional extended stays abroad
What we offer:
• Permanent employment
• Competitive salary and bonus scheme
• Flexible working hours
• Development and training opportunities
• Pension scheme
• Enhanced Maternity & Paternity Pay in the UK