Technical Lead, Service

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Workplace Type: Remote

Business Unit: ALI

Responsibilities

The purpose of the Technical Lead is to mentor technical teams (both directly and indirectly), fostering a culture of excellence, innovation, and continuous improvement. The Technical Lead serves as the primary representative at customer business units. This role involves acting as a liaison between Hexagon and the customer, facilitating communication, overseeing the quality and timeliness of service delivery, managing administrative and technical tasks, and ensuring adherence to safety and confidentiality standards. The Technical Lead plays a critical role in coordinating efforts to meet customer’s requirements and maintaining a smooth operational relationship.

Job Description

• Lead and develop technical teams, set performance expectations, and conduct regular coaching sessions to ensure team development and success
• Plan, monitor, and control service activities, ensuring quality and timely delivery
• Assist with incident management, operational troubleshooting, and support cases to ensure the smooth operation of Hexagon ALI solutions
• Collaborate with the account team, global support, product, and customer success teams to address and resolve customer issues, ensuring alignment and consistency across all touchpoints
• Interface with customers, ensuring implementation excellence
• Customer engagement and support
• Provide feedback based on client experiences to product and professional services teams for product and process improvements
• Interface with sales and customer success team to develop strategy and resource plans to anticipate demand for implementation services and workforce needs

Education / Qualifications

Experience

• Experience in application support, service delivery, or customer-facing roles within a software or technology company
• Team management and leadership is desirable
• Implementation of projects and solutions, in a technical leadership or project management role is a differentiator

Technical Knowledge

• Expertise in Hexagon 3D design and visualization, engineering and schematics solutions is a differentiator

Skills

• Capacity to assess service demands, evaluate their severity, and negotiate timelines while addressing any issues that arise.
• Skilled in managing resources and adapting to dynamic, fast-paced environments.
• Ability to lead and manage teams, ensuring that all activities are aligned with project goals and standards.
• Excellent interpersonal and communication skills for engaging effectively with customers and internal teams.

Languages:

• Spanish – Intermediate is a plus

About Hexagon

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.

Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.

Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecycle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.