Field Hardware Technician

SCOPE OF THE ROLE

My client is looking for a self-starter Field Hardware Technician to deliver the desired customer service experience. The goal of the position is to drive service success that improves Hexagon customer satisfaction, maximizes customer retention, and increases profitability:

The scope of the role includes the following:

• Onsite-based representative on customer sites in the specific region as specified above
• To have a strong and broad high-level knowledge of the mining systems and mine safety deployed.
• To work with the Area Site Supervisor / Account Manager to ensure the efficient support of mining safety systems onsite.
• To provide site-based system support to the customer and deploy new and upgraded systems at customers’ mine sites.
• To do basic troubleshooting and configuration of system software and computer operating systems.
• Manage with the Area Site Supervisor the Salesforces Support tickets in the region

KEY RESPONSIBILITIES

• Hands-on hardware troubleshooting experience - Actively work on the hardware support that is required on-site to maintain the client’s everyday needs.
• Knowledge of reading and understanding hardware schematics and other technical manuals and procedural documentation
• Support and maintain Basic software (Troubleshoot system issues)
• Execute onsite system installation efforts
• Escalation of support issues requiring other stakeholders’ input to resolve issues, specifically the relevant Mining Services or supporting team’s representative
• Regular reporting of current support issues, including updates on status and resolution methods
• Utilizing relationships developed with customers and other contacts to advise the Mining Services Team of potential issues affecting customers as well as other opportunities for our company
• Representing us in a helpful, professional, and courteous manner always
• Maintain, enhance, and adhere to documentation and reporting standards, systems, and processes
• Compliance with Workplace Health and Safety policies and procedures, participation in audits and compliance with instructions given with respect to the health and safety of himself/herself and the safety of others