Senior Operational Support Engineer | FMS Technology

Hexagon Mining; Balikpapan; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

Hexagon Mining Balikpapan is seeking a Senior Operational Support Engineer to join our SMART Centre. You will support multiple APAC clients in operational support of the Mine Operate portfolio, ensuring 24/7 coverage and optimizing performance.

You will act as first contact for inquiries, translate data into insights, and monitor production metrics. The role requires mining experience, FMS systems knowledge, and strong English communication; 12-hour shift pattern applies.

Qualifications

• Bachelor’s degree in mining engineering or related field.
• 4+ years of experience in mining with FMS systems.
• Strong SQL/T-SQL troubleshooting and data analytics.
• Excellent communication skills in English.

Responsibilities

• Act as the first point of contact for client inquiries.
• Collaborate with clients to understand operational needs and provide solutions.
• Provide operational support for Hexagon Mining software usage and ensure efficient operation.
• Track and monitor production metrics, delivering KPI insights.

Skills

SQL Server (T-SQL)

Data analysis

Communication skills

Problem solving

English proficiency

Education

Bachelor’s degree in mining engineering or related field

Tools

HxGN MineOperate OP Pro

Job description

At Hexagon, we don't just measure the world – we define its future. As the global leader in measurement technologies, we provide the confidence that vital industries rely on to build, navigate, and innovate. From microns to Mars, our solutions drive productivity, quality, safety, and sustainability across aerospace, agriculture, automotive, construction, manufacturing, and mining.

The Company: Hexagon Autonomous Solution

specifically delivers mining, autonomy, and high-precision positioning solutions that enable autonomous operations. Our product portfolio empowers customers to operate with confidence in challenging environments.

Hexagon Mining

Hexagon delivers the power of a digitally connected mine. We provide We help mines achieve excellence through a powerful platform equipped with visualization and analysis tools, covering workflows from fleet management to health and safety, enabling cost reductions and production gains

The Position

Reporting to the Team Lead SMART Centre, we are seeking a Senior Operational Support Engineer to join a collaborative and dynamic team in our Balikpapan office. This role will see you responsible for supporting multiple customers in operational support of Hexagon Mine Operate portfolio.

Our SMART centre in Balikpapan partners with our clients across the APAC region providing 24/7 support from operational troubleshooting through to optimising or customisation to meet the onsite demands of their production.

A dynamic role that will expand as our business grows and expands our service model, you will be encouraged and supported to continue to find opportunities to enhance our software offerings/solutions where duties will include, not limited to

• Act as the first point of contact for client inquiries, ensuring timely and effective resolution
• Collaborate with clients to understand their operational needs and provide operational solutions based on their context
• Provide operational support for Hexagon Mining’s software solution usage, ensuring the software being operated efficiently and gives benefit to clients.
• Track and monitor production metrics, providing data insights to customers KPI performance

To support this 24/7 pattern this position is structured in a shift pattern of 12 hour shifts inc of days and nights 4 days shift /4 days off > 4 nights on and 4 days off. Remuneration is structured as base with shift allowance applicable.

About You

This position is ideal for those who have a career within mining production ideally in Dispatch or Mine Control, working directly within FMS systems, working closely on production optimisation both for safety and operational efficiencies, where you are looking to take such expertise across the relationship line to join a global technology partner.

Knowledge And Experience - Required

• Bachelor’s degree in mining engineering or related field (or suitable industry experience).
• 4+ years of experience in mining industry working directly with FMS systems
• Strong technical proficiency ability to apply SQL Server (T-SQL) for troubleshooting.
• Excellent problem-solving and analytical skills
• Prior experience in training technical process/procedures to wider team or new starters
• Ability to translate data into presentation, insights or trends to consult back to mining customers through data analytics
• Strong communication skills, with the ability to build effective relationships in a remote online environment
• Ability to work across multiple projects and navigate conflicting priorities
• High proficiency in English, both verbal and written communication.

Desirable, not essential

• Experience with HxGN MineOperate/OP Pro mining fleet management systems
• Previous role as mine controller.
• Level 2 certification of Hexagon MineOperate OP Pro training.
• Knowledge of operational improvement frameworks (Lean Six Sigma or similar).

Travel

• The role is primarily based in the Balikpapan office but may require some domestic and international travel as required.

Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics.