Supervisor I, MinePlan

*This role can be based in Johannesburg, Accra, or Morocco. It is hybrid in each respective location.

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.

Purpose of Position:

As a senior leader on the Service & Support team, the ‘MinePlan Supervisor I’ plays a pivotal role in ensuring the seamless operation and optimal performance of Hexagon Mining’s portfolio of open pit and underground products. Leading a team of MinePlan Engineers and Geologists, they are ultimately responsible for providing comprehensive service and support to our clients operating in open pit and underground mining environments, managing the activities and performance of their team to meet the changing requirements of internal and external stakeholders.

Major Areas of Responsibility:

• Support:

- Provide successful global support cases management. Oversee and ensure that all client cases are answered on time and are technically correct (regional leads)

- Evaluation of technical client cases (regional leads)

- Identify trends in the quality of the support and the software and communicate these trends with appropriate departments and develop strong relations with other departments.

- Ensure client satisfaction in support

- If in support, deliver exceptional support experiences to the client that exceeds their expectation and allows them to be confident in their successful use of our software.

As measured by:

· Client support cases feedback (positive comments and zero negative feedback)

· Average Customer Satisfaction score (CSAT) above 4.5 (if in support) for principals and 4.25 for senior leads

· Average Customer Satisfaction score (CSAT) above 4 for the whole regional department (regional leads)

· Average Net Promoter Score (NPS) above 8.5 (if in support) for principals and 8.25 for senior leads

· Average Net Promoter Score (NPS) above 8 for the whole regional department (regional leads)

Note: It is understandable that some feedback reflects dissatisfaction on the software and not the support of the software

· 90% case evaluation rate for the whole regional department (regional leads)

· Accurate client database maintenance (regional leads)

· Equal to or less than average TTR (Time to Resolution) for support cases (if in support)

· Average case evaluation score above 2 (if in support)

· Average case first response time less than 1 hour (if in support)

· Number and success of courtesy visits

· Number of follow ups in cases with CSAT score of 1 or 2 or in cases with negative comments (regional leads)

· Assisting with internal support questions

· Bug / RFE = < 20% return for principals, 25% for senior leads and <30% for the whole department or regions

Note: it is understandable that some tickets may be returned due to gaps in the software ticket verification process

· Initiation and full engagement in additional activities like self-service material creation (knowledge database), Release Readiness duties (RRC), software testing and assisting in software development as subject expert

• Services

- Successfully manage trainings and projects from the initial scoping to the final delivery of service

- Ensure client satisfaction in services

- Develop and deliver high value services that meet and exceed client expectations

- Develop and contribute to the department revenues

As measured by:

· Zero non-billable hours for standard training preparation

· Advanced customized training, full and successful implementations and consulting projects with minimum or zero preparation needed (especially for principals)

· Accurate timesheets and professional reports for self

· Accurate timesheets and professional reports for regions (USA/Canada principals and regional leads)

· Positive services feedback for all services

· Follow ups with training surveys

· Successful and complete close out letters without issues pre-and post (USA/Canada principals and regional leads)

· Accuracy in proposal hours and scoping (95% accuracy) for all services (USA/Canada principals and regional leads)

· Project Management by client & internal communication (pre/post), forecasting hours, timesheets, bugs/RFE’s, and internal reports for the whole department or regions (USA/Canada principals and regional leads)

· Contribution to Services Material (workbooks and data) by providing feedback for improvements, updating workbooks and training data and suggesting new classes and types of services

· Number of leads submitted monthly (15 per year minimum for principals, 12 for senior leads). Warm leads identified and passed consistently from technical support, services and client interactions

· Participating actively in demos and conferences

· Initiating and creating technical papers that promote our software

· Participating actively in marketing campaigns

• Technical Skills

- Consistently develop product knowledge in various subjects to deliver external and internal objectives

As measured by:

· Skill assessment increase by 2 levels in 4 product or functional areas and become subject matter expert in specific areas

· Engagement and understanding of other Hexagon Portfolios

• Mentorship/leadership:

- Mentor and supervise the technical support and services seniors and specialists in the application of our software for support and services

- Develop and expand department’s resources, expertise and general performance

As measured by:

· Examples of contributing to and improving the Support and Services processes

· Participation in new personnel hiring and success of on-boarding program for new employees

· Accurate overall timesheets (support, services and other tasks) for region (regional lead)

· Initiation and execution of internal training for all support and services personnel

· Technical improvement of everyone in the department

· Communication and collaboration between all departments and regions

• Minnovare and Split Eng
  
  - Lead Minnovare and Split Engineering support team members within the region.

Professional Experience:

• Knowledge:
  • Minimum 5-8 years’ experience in an operational role.
  • Minimum 3-5 years in a leadership role.
  • Knowledge of mining, civil and construction industries.
  • Previous experience providing support to management.
  • Previous experience engaging with a range of internal and external stakeholders.
• Skills:
  • Excellent communication skills – written and verbal.
  • Excellent interpersonal and negotiation skills.
  • High level organisational and time management skills.
  • Microsoft Office suite – intermediate.
  • Ability to pass background, police check, drug and alcohol screening, and full mine site medical.
  • Enthusiastic in nature, positive focus, optimistic.
  • Proactive and autonomous with strong Leadership Skills
• Qualifications:
  • BSC/B.eng Mining Engineering, Geology or other Engineering Discipline (Desirable).
  • Relevant industry and/or project management experience preferred.

Key behaviour:

• Protect the company brand and reputation by exhibiting good behaviour 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
• Taking ownership and responsibility for customer issues and problems and seeing them through to resolution wherever possible
• 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.

Travel:

• Flexible as the successful candidate would be required to sometimes work on weekends, and travel to different sites with many being outside of the country.
• Candidate must have a current Passport and valid driver’s license, as well as pass a background check.

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