Applications Engineer, Customer Support

Overview

We are looking for a tech-savvy and personable Applications Engineer to join a global engineering and manufacturing leader in tech that does cool stuff that matters. In this role, you will help us drive our business forward by providing 2nd-tier support to our customers. In this exciting hands-on position, you will utilize your GNSS+INS expertise to ensure our customers’ success. Reporting to the Regional Core Customer Support Manager, the role will be part of a growing Global Core Customer Support team. This position will have a strong focus on supporting NovAtel, VERIPOS and AutonomouStuff customers in North America. The team collaborates closely with Customers, Sales, Specialists, Engineering and Account Managers.

The Location: Hexagon is a global company with locations around the world. This position is based in the Peoria Metropolotin Area, Illinois, USA. 

Responsibilities

As an Applications Engineer, your responsibilities include:

• Oversee 2nd tier case management for Hexagon A&P products and services
• Provide technical support for both pre-sales opportunities and post-sales issues:
• Assist customers with troubleshooting, diagnosing, and resolving product or services issues by phone or email
• Provide data analysis to customers who are experiencing issues when applicable
• When applicable, contribute to Root Cause Analysis (RCA) of the issue reported to identify the underlying cause
• Assist customers with product installation, setup, and configuration
• Provide customers with information about product features and specifications
• Ensure customer satisfaction by addressing customer issues in a timely manner and providing follow-up communication
• Identify and escalate complex issues to the Specialist or Engineerings team when necessary
• Interface with and provide support for different engineering teams
• Generate and review technical support documentation including Frequently Asked Questions and Application Notes
• Perform product testing and verification
• Visit customers in-person to resolve issues or provide onsite support

Qualifications

Must-Have:                       

• Degree in Geomatics or Electrical Engineering with 2+ years of related GNSS+INS industry experience
• Proven problem-solving skills
• Strong analytical and critical thinking skills
• Exceptional interpersonal skills and ability to get on with others
• English fluency with excellent verbal and written skills
• Able and willing to travel internationally

Key Success Factors: 

• Able to communicate effectively with customers through phone or email
• Able to balance competing priorities and work efficiently
• High attention to detail and highly organized
• Quick learner, and strong desire to continuously acquire new knowledge and skills
• Able to work independently and collaborate effectively with cross-functional teams
• Able to maintain a positive attitude and be able to handle challenging situations with a can-do attitude

Nice-to-Have:

• Experience working directly with customers, preferably in the delivery of support or services
• Experience working with ROS packages, architecture, and communication protocols
• Experience working with IMU, INS, and sensor fusion
• Experience in software testing and/or post-processing
• Familiarity with programming languages such as Python and C++

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

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 24,000 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 industry leaders rely on for assured positioning and autonomy on land, sea and air. Our work touches every aspect of life, from sustainability on Earth to enabling autonomy.

We are an Affirmative Action/Equal Opportunity Employer, including disability/veterans.

Click on the links below to learn more about Equal Employment Opportunity. 

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Applicants that require accommodation in the job application process may contact Human Resources for assistance at 309.291.0966 x109.

We are an E-Verify participating employer. Click on the links below for more information about E-Verify and your right to work. 

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