Responsibilities
Hexagon’s Asset Lifecycle Intelligence division(Hexagon) is seeking a Senior Manager, Support.
Are you a problem solver, someone who enjoys troubleshooting and resolving complex issues? Also have managerial skills to manage a team of 2D Support analysts in EMEA. Hexagon ALI’s global support team are looking for a Support Manager to join their team. The role offers flexibility, with limited travel required, and the option to work from either home or any one of PPM’s European office locations. In this role you will manage a team of 2D Support analysts in EMEA, as well as interacting with customers, solution development, and ownership teams to investigate problems, discuss and document design issues, and provide solutions to our end users.
* Manage a team of 2D Support analysts.
* Works as part of a global team to support customers by troubleshooting and resolving technically complex support issues related to Hexagon PPM Solutions and interfaces.
* Regularly interacts with solution development and product ownership teams to investigate problems, discuss and document design issues, and provide customer feedback.
* Ideally have experience managing a technical team.
* Possesses strong interpersonal skills and effectively communicates with the team and internal and external stakeholders.
* Exercise a sizeable degree of self-direction and decision making focused on delivering a solution to customer’s workflow implementation issues.
* Accurately documents support activities and outcomes; Maintains knowledge base.
* Develops strong proficiencies in Customer Relationship Management systems.
* Maintains adherence to customer service level agreements.
* Develops technical documents, instructions, and training for internal and external purposes.
* Keeps updated on current Hexagon PPM solution portfolio through training and sprint reviews.
* May conduct customer training or work on service activities when required.
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Education / Qualifications
* As a minimum possess strong competency of Intergraph Smart P&ID.
* Communicate via the telephone, email, online video and in person, employing excellent oral and written communication skills.
* English is required for local and global communication, an additional European language, an advantage but not essential.
* Experience participating in consulting functions and services.
* Customer Service experience and ability.
* Degree qualification in an Engineering or related discipline or equivalent industry experience.
* Highly developed skills, knowledge and ability in the relevant technological environment.
* Fluency in the basic technologies underlying the IT industry.
About Hexagon
Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.
Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.
Why work for Hexagon?
At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.
* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.
Everyone is welcome
At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.