Services Team Lead I, Safety

Hexagon Autonomous Solutions is seeking a highly skilled and detail-oriented Services Team Lead I, Safety to play a key role in leading and coordinating service and support activities for advanced mining safety solutions, including CAS, VIS, and OAS systems. This role ensures efficient deployment, maintenance, and troubleshooting of safety technologies while upholding compliance and operational excellence. Key responsibilities include acting as an escalation point for technical issues, mentoring and training engineers and technicians, and collaborating with project managers to deliver solutions on time and within budget. The position demands strong technical expertise, leadership skills, and a commitment to safety and customer satisfaction, ensuring high-quality service delivery and continuous improvement.

SCOPE OF THE ROLE

• To have a strong and broad high-level knowledge of the mining systems deployed.
• To be a point of escalation for technical issues that the team raise as they are working on projects and to work through the escalation process to seek resolution to problems outside of the responsibility of the Project Engineers and other technical staff.
• Train and mentor project engineers, support engineers and technicians on Safety products and best practices.
• To work with Project Managers to ensure the efficient deployment of mining systems on time and within budget.
• To work with Account Managers to ensure that SLA’s requirements are adhered to, and issues are responded to in a timely manner.
• Work closely with Hardware Team Lead, Area Site Supervisors and/or technicians to enforce best maintenance practices and ensure compliance with new installations.
• To ensure that the deployment of systems and products is carried out as efficiently as possible.
• Escalate issues/challenges to the Safety Supervisor and also advice on best practices.

KEY RESPONSIBILITIES

• Support and maintain software.
• Deliver bespoke customization as required.
• Be the first point of escalations for project engineers and support engineers.
• Actively work on product/project deployment of complex mining solutions in a hands-on manner.
• Troubleshoot system issues.
• Own and implement customer system configurations.
• Implement system customizations using scripting tools.
• Participate in onsite system installation efforts.
• Undertake complex problem solving involving multiple integrated systems.
• To ensure that relevant stakeholders are aware of risks and or issues with the product and the technical solutions being deployed to customer sites.
• Escalation of critical issues requiring other stakeholders’ input to resolve issues, specifically the relevant Mining Services or supporting teams representative.
• Maintain technical knowledge of the current and upcoming product offerings.
• Maintain knowledge of current, new and evolving strategies and technologies in relation to systems support through appropriate industry links and professional memberships.
• Regular reporting of current project issues, including updates on status and resolution method.
• Utilizing relationships developed with customers and other contacts to advise Mining Services Team of potential issues affecting customers as well as other opportunities for Hexagon.
• Work collaboratively with the sales team in a pre-sales capacity (e.g. attending / leading technical presentations).
• Representing Hexagon Mining in a helpful, professional and courteous manner at all times.
• Maintain, enhance and adhere to Hexagon documentation and reporting standards, systems and processes.
• Compliance with Hexagon Mining’s 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.
• Other duties as required from time to time.

SKILLS AND EXPERIENCE

• Strong prioritizing and time management skills.
• Well-developed communication skills, both verbal and written.
• Ability to form strong relationships with customers and represent the company professionally.
• Ability to set and meet the team and individual goals and deadlines.
• Ability to resolve technical and complex issues.
• Ability to rapidly grasp technical solutions, concepts and products.
• Maintaining and supporting Linux/Unix environments.
• Developing or supporting open-source software.
• Setup and support of relational databases• The desire to expand own knowledge and skill set as well as sharing knowledge with other team members wherever possible.

KEY BEHAVIOUR

• Protect the company brand and reputation by exhibiting good 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, technicians and engineers.
• Continuously seek opportunities to improve the quality of the systems, installations, and support procedures

EDUCATION BACKGROUND

• Bachelor’s degree or foreign degree equivalent in Engineering (Computer / Mining / Electrical /Electronic), Computer Science, or a related field.
• 6 years previous Mining Industry experience of progressive experience in job offered, or as a software engineer, software consultant, mining engineer, or related occupational title.
• Fluency in English. French is a plus.
• Experience in Postgres, Sqlite, SQL Server, LINUX, LINUX shell scripting, Ubuntu.
• Previous experience working remote teams (Highly Desirable)

TRAVEL

• Travel (local, national and international) will be a requirement of this role to deliver services to clients at client sites.
• Valid Driver's License and passport or Visa (if appropriate) required