Senior Support Engineer

Hexagon Manufacturing Intelligence; United Kingdom; Remote; GBP 30,000 - 33,000; Full time

Job summary

Hexagon Manufacturing Intelligence seeks a Senior Support Engineer to provide high-quality support for their Mould & Die product suite. This remote role requires collaboration with regional teams, offering both reactive and proactive support. Ideal candidates possess a degree in engineering, proficiency in CAD/CAM systems, and the ability to tackle complex issues in a manufacturing context.

Benefits

Competitive salary and bonus scheme

Development and training opportunities

Enhanced Maternity & Paternity Pay

Qualifications

• Experience in an industrial environment required.
• Experience and knowledge in Mould design/manufacture is an advantage.
• Understanding CNC milling or wire EDM is beneficial.

Responsibilities

• Provide reactive support and manage complex customer issues.
• Generate support documentation and prepare regional teams for new products.
• Produce training courses and help regions adopt new products.

Skills

Proficiency in CAD systems

Proficiency in CAM systems

English fluency

Willingness to travel

Education

Degree from a general engineering school

Job description

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Job title: Senior Support Engineer

VN: 1829

Location: Remote in the UK, France, Germany or Italy

Join the Production Software Business Unit (PS BU) to deliver high-quality reactive and proactive support for Hexagon's Mould & Die product suite across global Manufacturing Intelligence (MI) regions. Collaborate closely with the Global Senior Support Manager to build strong relationships with regional teams, support colleagues, and key stakeholders, ensuring effective issue resolution and continuous improvement in service delivery.

• Provide reactive support services such as second level support to the regional teams and partner network
• Through provision of proactive services, help Hexagon MI regions improve the level of support provided to their end users and be more efficient in their operation.

Second Level Support:

• Manage complex customer issues that are escalated by the regional teams and partners
• Investigate potential bug fixes and enhancements and, where applicable, liaise with Product Management and Development teams to document and log appropriate requests for software development.
• Provide direct support of established resellers who require high levels of support.
• Generate pre-sale collateral that can assist the regions in their technical sales activities; thus, improving standards and avoiding duplication of effort.

Training and documentation:

• Support the release of new products/versions to ensure that regional technical support teams are prepared to support the new features and functionality introduced.
• Generate support documentation that can be localised within the region to help with the support of their customers; thus, improving standards and avoiding duplication of effort.
• Work with the regional support teams to generate, manage & promote self-service support solutions, forums and communities
• Create template customer training courses and documentation that can be localised with the regions; thus, improving standards and avoiding duplication of effort.
• Provide help and assistance to regions to adopt products that are not yet distributed within the region. This may require time within the region to provide training, support.

Requirements:

• Degree from a general engineering school, preferably with a focus on manufacturing or design engineering
• Proficiency in CAD and/or CAM systems
• Relevant experience in an industrial environment
• Business fluent in English
• Experience and knowledge in one or more of the following areas (a strong advantage):
• Mould design and/or manufacture
• CNC milling or wire EDM
• Progressive die and press tools design or manufacture
• Willingness to travel globally, including occasional extended stays abroad

What we offer:

• Competitive salary and bonus scheme
• Development and training opportunities
• Enhanced Maternity & Paternity Pay in the UK

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Software Development, Appliances, Electrical, and Electronics Manufacturing, and Industrial Machinery Manufacturing

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