Director, Support

Responsibilities

Hexagon's Asset Lifecycle Intelligence (ALI) division is looking for a seasoned Director, Customer Support to provide executive leadership to support team in India who provide application support for solutions of ALI division. This position will manage a team of senior and executive managers and will be based in India.

This position will report to Vice President Software Development, India and work closely with Vice President Solution Support (Global), USA and will collaborate with executive level management for Solution Design, Solution Development, Quality Assurance and Strategy leaders. In this capacity, the Support leader will be the change catalyst to drive customer satisfaction and operational efficiency by defining tactical strategy and success measures.

• Collaborate with managers to drive departmental success through performance monitoring, coaching, recognition, resource allocation, and problem-solving.
• Oversee reporting and documentation to share solution support metrics with senior Hexagon ALI management.
• Respond to customer inquiries on support, strategy, and concerns at all levels.
• Coordinate with product management, QA, and development to ensure product success in the market.
• Attract, develop, and retain talent to meet business needs.
• Maintain strong relationships with customers, peers, functional teams, and senior management.
• Partner with executives and HR on strategies for retention, recruitment, and performance.
• Manage product support for all Asset Lifecycle Intelligence solutions.
• Travel up to 20% for customer and stakeholder engagement.
  
  

Education / Qualifications

Who you are:

• High energy leader with vision to see problems and potential solutions.
• Strong staff leadership and mentoring skills.
• Skilled in shielding technical team & executives from escalations of small issues while providing the necessary insight for executive staff.
• Self-starter and ability to work in a fast-paced culture.
• Experience in driving problems to completion by engaging with appropriate teams and resources.
• A thought leader who expresses facts, thoughts, and ideas in a clear, concise, convincing, and organized manner.
• Empathetic and passionate about technology, products and customers/end-users.
• Experience partnering with cross functional teams to develop a customer support model to fit customer demand.
• Strategic mindset towards organizational efficiency, constantly optimizing processes.
• Navigate operational improvements with our engineering team to identify tooling and automation that will both enable faster customer issue resolution.
• Team mentorship, remove barriers to customer and team success. Provide live coaching sessions on a regular, recurring basis with all direct reports.
  
  

Qualifications

• Broad knowledge of Design and Engineering solutions offered by Hexagon A.L.I.
• A comprehensive knowledge of industries served by Hexagon A.L.I and customer base.
• Bachelor’s or master’s degree in a related technical discipline (i.e. Computer Science, Engineering).
• A minimum of 20 years of experience in Technical Support or Consulting for large scale enterprise software solution(s).
• A minimum of 10 years of specialized technical expertise related to large scale enterprise software solution(s).
• A minimum of 10 years of experience managing a team of professionals that includes performance management, mentorship, career development, and planning.
  
  

Preferred

• Experience in driving organizational/ department wide projects to improve operations.
• Experience in supporting SaaS Solutions will be an added advantage.
  
  

About Hexagon

Hexagon is the 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 production and people related ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,500 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Hexagon’s R&D Centre in India

Hexagon’s R&D Centre in India is the single largest R&D centre for the company globally. More than 2,000 talented engineers and developers create innovation from this centre that powers Hexagon's products and solutions.

Hexagon’s R&D Centre delivers innovations and creative solutions for all business lines of Hexagon, including Asset Lifecycle Intelligence, Autonomous Solutions, Geosystems, Manufacturing Intelligence, and Safety, Infrastructure & Geospatial. It also hosts dedicated service teams for the global implementation of Hexagon’s products.

R&D India – MAKES THINGS INTELLIGENT

Asset Lifecycle Intelligence: Produces insights across the asset lifecycle to design, construct, and operate more profitable, safe, and sustainable industrial facilities.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.