Job Description

Hexagon Autonomous Solutions is seeking a highly skilled and detail-oriented a MinePlan Engineer to be responsible for ensuring the effective operation of Hexagon Mining's mine planning software and systems at customer sites, delivering tangible value to mining operations. The role involves providing high-level technical support, troubleshooting complex issues, and optimising mine planning solutions to enhance safety, productivity, and efficiency. Key duties include collaborating with technical teams, adhering to support schedules, resolving client issues promptly, and contributing to software improvements. Strong problem-solving skills, technical expertise in mine planning tools, and the ability to work in a dynamic, customer-focused environment are essential for success.
Purpose of the position

• To ensure Hexagon Mining Mine planning software and systems operate effectively at customer mine sites and deliver tangible value to our customers mining operations.
• To provide high value technical support for MineSight software worldwide

Major area of Responsibilities

• To provide masterful troubleshooting in order to deliver solutions and answers to clients in the most timely and accurate fashion for MineSight software worldwide.
• Adhere to the schedule to support clients ensuring that you are where you are supposed to be so that clients are not left waiting for answers or on hold.
• Work collaboratively with other members of the technical support team to serve as primary customer contact for support and enhancements when appropriate.
• Taking ownership and responsibility for customer issues, seeing them through to resolution or escalation as required.
• To participate in On-Call (after hours) support activities.
• To follow the Technical Support team processes, making recommendations for improvements to processes where appropriate to increase the efficiency of the team.
• Providing technical leadership in areas of expertise, cross skilling with other project team members to ensure transfer of knowledge and ample coverage of required duties.
• Providing FAQ's and self-service videos as required.
• Utilizing relationships developed with customers and other contacts to advise sales team of potential issues affecting customers as well as other services opportunities for Hexagon.
• Provide highly effective documentation to the Product Development team and assist in capturing and identifying information about software issues (defects) and requests for enhancements (RFE's).
• Maintain, enhance and adhere to Hexagon Mining case documentation and reporting standards, systems and processes.
• Represent Hexagon Mining in a helpful, professional and courteous manner at all times.
• Compliance with Hexagon Mining's Workplace Health and Safety policies and procedures, participation in audits and compliance with instructions given in respect to the health and safety of himself/herself and the safety of others where appropriate.
• The position includes the opportunity to provide client training and project assists where the need and skill set matches. The expectation is that you participate when travel is required, inter country and out of country.

Knowledge, Skills and Abilities

• Excellent computer operational and software application knowledge.
• Advanced proficiency with Microsoft Windows and Office Suite.
• Ability to form strong relationships with customers and represent the company professionally.
• Strong time management and prioritization skills.
• Ability to set and meet team and individual goals and deadlines.
• Ability to thrive in a high-pressure environment.
• Ability to work autonomously or part of a team environment.
• Ability to manage multiple concurrent tasks.
• Ability to rapidly grasp technical solutions, concepts and products.
• Ability to see where systems and / or processes can be improved to benefit the end user.
• Desire to proactively expand own knowledge and skill set as well as sharing knowledge with other team members wherever possible.
• Effective problem solving and conflict resolution skills

Education and Experience Required

• Experience working in a mine (preferred).
• Bachelors in mining engineering or Geology (preferred).
• Experience with operations and/ or blasting mining projects (preferred).
• Experience / solid working knowledge with MineSight software package.
• Experience in a technical support environment.
• Previous consulting experience is an asset.
• Experience with Microsoft SQL Server Database and Python Programming Language.
• An excellent communicator, verbal and written (English) communication and interpersonal skills.
• Experience managing ticket queues and reporting in ticket management systems.
• Experience with bug tracking tools such as JIRA

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.

Skills Required