24 / 7 Customer Support, North America Team Lead

Hexagons Autonomy & Positioning division; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

A global leader in engineering and manufacturing is seeking a 24/7 Customer Support Team Lead for their Calgary location. This role involves leading a regional team, providing high-quality support, and mentoring team members. The ideal candidate will have a technical background and strong communication skills, thriving in a collaborative environment. If you are passionate about customer service and looking to make an impact, this position could be a great fit for you.

Qualifications

• Experience in support or service roles with customers.
• Fluency in English with strong communication skills.

Responsibilities

• Lead a regional team for 24/7 customer support.
• Mentor team members and resolve operational issues.
• Monitor KPI metrics for continuous improvement.

Skills

Customer Support

Communication

Collaboration

Attention to Detail

Education

Technical Diploma or Degree in Geomatics

Electrical Engineering

Tools

Salesforce CRM

Job description

We are looking for a 24 / 7 Customer Support, North America Team Lead to join a global engineering and manufacturing leader in tech that does impactful work. Reporting to the 24 / 7 Customer Support Manager, this role is an integral part of the frontline support team. The successful candidate will lead the regional team and participate in shifts, working 12-hour shifts on a 4-day on, 4-day off rotation. If you thrive on delivering high-quality customer support, this role could be a great fit for you.

The Location : Hexagon is a global company with locations worldwide. This position is based in Calgary, AB.

Responsibilities

• Lead a regional team responsible for Hexagon A&P frontline 24 / 7 support.
• Mentor and develop team members.
• Act as an escalation point to resolve operational support issues.
• Monitor KPI metrics to drive continuous improvement.
• Work rotating shifts within the Calgary-based support team.
• Answer incoming calls and emails from a worldwide customer base seeking system, product, or application support.
• Log cases in the case management system.
• Interact with customers to review and prioritize support cases according to SLA, setting appropriate expectations.
• Resolve customer inquiries with known solutions.
• Use your understanding of GNSS products to triage and assign cases.
• Escalate cases to 2nd tier support as needed.
• Issue service notifications.
• Identify mass impact events.

Qualifications

Must Have:

• Technical Diploma or Degree in Geomatics, Electrical Engineering, or related technology field.
• Experience working directly with customers, preferably in support or service roles.
• Fluency in English with excellent verbal and written communication skills, capable of explaining complex technical content to diverse audiences.

Key Success Factors :

• Exceptional interpersonal skills and ability to collaborate effectively.
• High attention to detail and strong organizational skills.
• Ability to multitask and prioritize effectively.
• Focus on regional team KPI performance.
• Outgoing, energetic, and people-oriented.
• Ability to work independently and collaboratively.

Nice to Have :

• Over 3 years of experience in technical support roles.
• Experience with frontline support or helpdesk.
• Basic knowledge of GNSS products.
• Experience with Salesforce CRM.

Not sure if you meet all the qualifications? Let us decide! Hexagon values diversity and inclusion. If you're excited about this opportunity, we encourage you to apply. For accommodations during the application process, contact Human Resources.