APAC Team Lead, Core Customer Support

Hexagon’s Autonomy & Positioning division is looking for a tech-savvy and personable APAC Team Lead, Core Customer Support  to help us drive our business forward by providing 2^nd tier support to our customers. In this exciting hands-on position, you will utilize your GNSS+INS expertise to ensure our customers’ success.

While part of a growing Global Core Customer Support team, this position will have a strong focus on supporting Veripos and NovAtel customers in the APAC (Asia Pacific) region and will report into the Regional Core Support Manager. The team collaborates closely with Customers, Sales, Specialists, Engineering and Account Managers. You may be a great fit if you have a passion for emerging technology, and desire to use your engineering skills to solve real-world challenges and shape the future of the GNSS Industry.

 The Location: This position is based in Singapore. 

As APAC Team Lead, Core Customer Support, responsibilities include:

• Lead a team responsible for post-sales support case management and pre-sales demonstrations on GNSS+INS products/services
• Mentor and develop the team to be technically competent in GNSS+INS products and applications across multiple industries. 
• Manage the operations of all workshop functions to ensure quality and timely provision of GNSS equipment 
• Inventory planning for provision of equipment orders
• Plans for and manages succession within the team
• Acts as escalation point to resolve complex support issues and identify areas of improvement.
• Initiate continuous improvements to elevate the customer experience
• Reviews, develops and implement new post-sales support processes or refine existing ones 
• Performance analysis of products, services and applications for customers  
• Coordinate the delivery of customer support in the field, system installations and training requests to customers

Must Have:

• Intermediate understanding of GNSS and INS concepts
• Good track record of providing technical support to customers
• Strong technical leadership within positioning markets, products and technology
• Demonstrated good leadership qualities and resource planning
• Experience in operations of workshop functions for testing and repair of GNSS equipment

Key Success Criteria:

• Fast, complete resolution of case work and field work
• Regional team KPI performance (time to first response, CSAT)
• Identify and anticipate problems for timely corrective actions
• Ability to maximize product success through understanding of customer applications

Qualifications & Experience:

• University/college degree in a Geomatics or Electrical/Electronics engineering discipline
• 5+ years’ experience in a 24/7 technical support role in positioning technology
• Experience in Marine/Offshore environment or Marine Autonomous Systems is an advantage

Skills & Knowledge:

• Able to work independently and within tight deadlines and budgets
• Excellent writing and communication skills in English
• Strong knowledge of Safety Management Systems
• Familiar with Salesforce CRM and Infor Syteline ERP systems

Not sure if you meet all the qualifications for this role? Let us decide! At Hexagon, we are committed to a diverse and inclusive work environment. If you’re excited about the opportunities this role could bring, we encourage you to apply. For any questions about the role or our company, please email our team at hrrecruitingteam.ap@hexagon.com and we will be pleased to follow up with you. Please do not send cover letters or resumes to this address.

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. You’ll be joining over 22,000 people in 50 countries on the leading edge of your field. 

This position is with Hexagon’s Autonomy & Positioning division, a global technology leader, pioneering end-to-end solutions for assured positioning and autonomy on land, sea, and air. Our work touches every aspect of life, from sustainability on Earth to enabling autonomy. Within the Autonomy & Positioning division your work will contribute to the operation of our brands NovAtel, AutonomouStuff, VERIPOS, and Antcom. 

Applicants who require accommodation in the job application process may contact Human Resources at hrrecruitingteam.ap@hexagon.com.