Services & Support Manager, SNA (Southern Africa)

The Company:

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.

Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous — ensuring a scalable, sustainable future.

Hexagon’s Mining division solves surface and underground mine challenges with proven technologies for planning, operations, and safety.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,000 employees in 50 countries and net sales of approximately 5.5bn USD. Learn more at hexagon.com and follow us @HexagonAB.

Job Description

The Services & Support Manager, SNA will lead the regional service delivery and customer support operations for the Southern African subregion of EMEA (Europe, Middle East, Africa) This role ensures exceptional customer experience through efficient service processes, SLA adherence, and proactive issue resolution. The manager will oversee a team of operational professionals, driving performance and fostering collaboration with sales and account teams to enhance customer satisfaction and retention.

Portfolios

• All Hexagon Mining Solutions

Key Responsibilities

• Lead and manage regional service operations, ensuring timely and high-quality delivery.
• Oversee customer support processes, including escalations and SLA compliance.
• Develop and implement strategies to improve service efficiency and customer experience.
• Collaborate with cross-functional teams to support business growth and client retention.
• Monitor KPIs and drive continuous improvement initiatives across the service organization.

Skills and Experience

• Proven leadership experience in service delivery or customer support.
• Strong understanding of operational processes and resource management.
• Excellent communication and stakeholder management skills.
• Ability to manage escalations and resolve complex service issues.
• Experience in mining technology support environments.
• Familiarity with service management tools (e.g., Salesforce).
• Knowledge of regional mining market dynamics.
• Background in process optimization and Lean methodologies.

Key Behavior

• Protect the company brand and reputation by exhibiting professional behavior and reporting on any noncompliance to safety, procedural, or other customer dictated regulations.
• Maintain good relations with the customer ‘s personnel and clearly communicate any issues that may arise.
• Establish and maintain effective working relationships with managers, supervisors and engineers and all other team members.
• Continuously seek opportunities to improve the quality of the systems, installations, and support procedures

Qualifications

• Bachelor’s degree in Mining Engineering, mechanical, electrical, computer or related technical discipline.
• Advanced degrees (e.g., MBA or Engineering Master’s) are advantageous

Travel

• Domestic and regional travel: up to 35%.
• Occasional international travel for training or regional meetings.

Additional Information

• Flexible work arrangements, including hybrid options.
• Opportunities for career growth within a global organization.

Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics.