Senior MinePlan Engineer

Overview

Hexagon Autonomous Solutions is in search of a seasoned Senior MinePlan Engineer to maintain and optimize the performance of Hexagon Mining's mine planning software at customer locations, ensuring it effectively supports mining operations. This role combines advanced technical troubleshooting, customer-focused support, and software enhancement to increase safety, productivity, and operational efficiency within mines.

Key Responsibilities

• Ensure continuous and efficient functioning of Hexagon Mining's mine planning solutions on-site for customer operations.
• Deliver expert technical support for MineSight software users worldwide, providing timely and accurate solutions.
• Attend to client needs punctually by following scheduled support commitments to prevent delays.
• Collaborate with technical teams to address support requests and enhancements, acting as the primary customer contact when necessary.
• Take full ownership of client issues, managing resolution or escalating appropriately.
• Participate in after-hours on-call support as required.
• Adhere to and suggest improvements to technical support processes for increased team effectiveness.
• Provide technical leadership and share expertise with colleagues to ensure comprehensive coverage and knowledge transfer.
• Create FAQs and self-help video resources to empower users.
• Leverage customer relationships to identify potential issues or new service opportunities to inform sales efforts.
• Document software issues and enhancement requests meticulously for the Product Development team.
• Follow company standards for case documentation, reporting, and processes.
• Represent Hexagon Mining professionally and courteously at all times.
• Comply with workplace health and safety policies and participate in audits as necessary, ensuring personal and others' safety.
• Contribute to client training and project assistance when skill set and travel needs align, including inter and intra country travel.

Required Skills and Knowledge

• Strong command of computer operations and software applications, especially MineSight.
• Proficient use of Microsoft Windows and Office Suite.
• Capability to build and maintain professional customer relationships.
• Excellent time management and ability to prioritize tasks.
• Meet personal and team goals under pressure, independently or collaboratively.
• Handle multiple simultaneous tasks efficiently.
• Quickly comprehend technical solutions and products.
• Identify and recommend system/process improvements to enhance user experience.
• Commitment to ongoing self-development and knowledge sharing.
• Effective problem solving and conflict management abilities.

Education and Experience

• Preferred background includes experience working in mining environments.
• Bachelor's degree in Mining Engineering or Geology favored.
• Familiarity with mining operations and blasting projects advantageous.
• Proven experience with MineSight software.
• Previous roles in technical support environments and consulting advantageous.
• Working knowledge of Microsoft SQL Server and Python programming.
• Strong verbal and written English communication skills.
• Experience handling support ticket systems and bug tracking (such as JIRA).

Additional Information

• Role involves travel locally, nationally, and internationally to customer sites.
• Valid driver's license and appropriate travel documentation (passport or visa) are required.