Applications Engineer

at  Hexagon

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 Calgary, AB, Canada.
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 Engineering 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 customer to resolve issues or provide onsite support

Qualifications:

• 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 Engineering 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 customer to resolve issues or provide onsite suppor