Support Engineer, Bathymetric Sensors

4 weeks ago

Danbury, United States Hexagon Geosystems Full time

Support Engineer, Bathymetric Sensors

Committed, dynamic & with a passion for precision. We revolutionize the world of mapping & survey.

**Our ideal candidate will be able to be based out of our Colorado Springs, Danbury, CT or Calgary offices. This role requires relatively frequent US, Canada and international travel.

A very exciting opportunity awaits you within our Geospatial Content Solutions (GCS) business unit at Hexagon’s Geosystems division. We develop and produce innovative technologies that revolutionize aerial data acquisition, processing, and services. You will be part of an agile team of 500+ talented and progressive individuals that innovate our industry.

Do you have a passion for customer service and technical problem solving? Are you skilled in hardware and software problem solving for airborne LiDAR systems? Do you thrive in performing within and across disciplinary teams? If this description suits you, join our customer service team and take your career journey to the next level.

We are currently looking for a Customer Support Engineer, Bathymetric Sensors to cover the America’s (US/Mexico/Canada) and be part of our growing and talented support team.


Reason and Purpose (overall contribution to the company’s objectives)

• Ensures the uptime of our customers via skilled, timely, and well documented support

• Supports customers through specialized technical or scientific knowledge/product applications

• Maintaining an ongoing relationship with selected customers

• Demonstrate a high level of technical product knowledge and process knowledge

• Perform on-site and/or on-line customer trainings for sensor customers and internal production


Main Tasks / Process responsibility for operational activities in one’s own area

• Support of our global customers in operating and maintaining Airborne bathymetric systems via email, phone, or in person

• Troubleshoot and analyze customers’ data to isolate problems and identify solutions. This includes LiDAR, image data and log file analysis

• Advise on the recommended modes of operating Airborne bathymetric sensors and software.

• Coordinate and execute equipment repairs both in-office and on location with the customer

• Installation of new systems on-site with the customer

• Conduct on-site training of both new and existing customers

• Support product and sales managers with demonstrations, pre-sales guidance, and product improvement

• Write and maintain knowledge base articles to facilitate “self-help” support

• Communicate product quality findings with Product Management and R&D


Responsibilities

• Responsible for the correct and timely completion of tasks in own area of activity

• Ensure that department-specific processes are optimally supported and improved

• Responsible for correct instructions and information as well as a correct, timely flow of information; internally as well as externally, nationally, and internationally


Competences

• Independent, goal-oriented communication with all internal & external stakeholders

• Independent decisions and measures to ensure compliance with legal requirements and any safety regulations

• Independent decisions and measures to achieve the defined goals


Professional and Personal Requirements

• Relevant industry experience combined with a bachelor’s degree or higher in Computer Science, Engineering or other related fields such as Photogrammetry/Remote Sensing, GIS, Geo-Science, or Geomatics.

• Strong background in some or all: Airborne LiDAR systems, LiDAR technology and data handling

• Profound knowledge in some or all: Computer science, GIS, cartography, geodesy

• Strong understanding of mechanical and electrical systems with an emphasis on the ability to diagnose and repair.

• Professional experience in failure analysis and investigation of complex technical systems.

• Good knowledge of standard office applications, very good presenting skills of complex topics, SW/FW installations.

• Keen to travel, often last minute and sometimes intensively to customer locations in north America and worldwide

• Eager to explore new technologies in an effort to expand or improve support capabilities

• Fluent in English.

• Customer- and team-oriented, proactive, structured and independent work attitude with high quality standards

• Loyal, team-oriented personality with high social competence and a healthy assertiveness

• Sense of responsibility and reliability

• Good organizational and coordination skills, analytical thinking

• Due to product export restrictions, holder of a US or Canada passport

Beneficial Skills (Non-requirement)

• Programming skills and experience (C/C++, Python, MATLAB …)

• Further language skills beyond English

• Prior operations experience with Leica Geosystems sensors

• Prior experience as support engineer

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