*This role can be based in Johannesburg, Accra, or Morocco.
It is hybrid in each respective location.
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.
Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous - ensuring a scalable, sustainable future.
Hexagon's Mining division solves surface and underground mine challenges with proven technologies for planning, operations, and safety.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,000 employees in 50 countries and net sales of approximately 5.5bn USD.
Learn more at hexagon.com and follow us @HexagonAB.
Purpose of Position: As a senior leader on the Service & Support team, the 'MinePlan Supervisor I' plays a pivotal role in ensuring the seamless operation and optimal performance of Hexagon Mining's portfolio of open pit and underground products.
Leading a team of MinePlan Engineers and Geologists, they are ultimately responsible for providing comprehensive service and support to our clients operating in open pit and underground mining environments, managing the activities and performance of their team to meet the changing requirements of internal and external stakeholders.
Major Areas of Responsibility: * Support: * Provide successful global support cases management.
Oversee and ensure that all client cases are answered on time and are technically correct (regional leads) * Evaluation of technical client cases (regional leads) * Identify trends in the quality of the support and the software and communicate these trends with appropriate departments and develop strong relations with other departments.
* Ensure client satisfaction in support * If in support, deliver exceptional support experiences to the client that exceeds their expectation and allows them to be confident in their successful use of our software.
As measured by: * Client support cases feedback (positive comments and zero negative feedback) * Average Customer Satisfaction score (CSAT) above 4.5 (if in support) for principals and 4.25 for senior leads * Average Customer Satisfaction score (CSAT) above 4 for the whole regional department (regional leads) * Average Net Promoter Score (NPS) above 8.5 (if in support) for principals and 8.25 for senior leads * Average Net Promoter Score (NPS) above 8 for the whole regional department (regional leads) Note: It is understandable that some feedback reflects dissatisfaction on the software and not the support of the software * 90% case evaluation rate for the whole regional department (regional leads) * Accurate client database maintenance (regional leads) * Equal to or less than average TTR (Time to Resolution) for support cases (if in support) * Average case evaluation score above 2 (if in support) * Average case first response time less than 1 hour (if in support) * Number and success of courtesy visits * Number of follow ups in cases with CSAT score of 1 or 2 or in cases with negative comments (regional leads) * Assisting with internal support questions * Bug / RFE = < 20% return for principals, 25% for senior leads and