Service & Support Administrator

Hexagon Mining, Inc.; Johannesburg; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work options

Career growth opportunities

Job summary

Hexagon Mining, Inc. is seeking a Service & Support Administrator to provide admin and operational support for the Services & Support function in EMEA. You will coordinate service activities, maintain records, and support customer-facing processes while ensuring internal systems stay up to date.

The role works with Service Engineers, Managers, Customer Success, Finance, and Logistics to ensure smooth delivery of service contracts and engagements. Hybrid work options are available.

Qualifications

• Minimum diploma or certificate in business or admin fields.
• Experience in administrative, service coordination, or operational support roles preferred.
• Strong written and verbal communication skills.
• Ability to coordinate with multiple stakeholders across distributed teams.
• Familiarity with CRM and service management tools.

Responsibilities

• Provide day-to-day administrative support to the Services & Support team.
• Create, maintain, and update service orders, cases, and customer records in service management systems.
• Coordinate service requests, including logging, tracking, and follow-up on support cases and escalations.
• Support SLA tracking, service reporting, and KPI data collection for management review.
• Assist with scheduling service activities, site visits, and customer engagements.
• Maintain accurate records for contracts, service documentation, and customer communications.
• Liaise with Finance to support invoicing, service costing, purchase orders, and related documentation.
• Support onboarding documentation and system access for new service team members.
• Ensure compliance with internal processes, safety requirements, and customer-specific procedures

Skills

Organizational skills

Multitasking

Service delivery understanding

Communication skills

Stakeholder management

CRM tools

Microsoft Office

Mining industry experience

Education

Diploma or certificate in Business Administration, Office Administration, Logistics

Tools

Salesforce

ERP systems

Replicon

Discovery App

Job description

The Company:

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

Hexagon’s Mining division solves surface and underground mine challenges with proven technologies for planning, operations, and safety.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,000 employees in 50 countries and net sales of approximately 5.5bn USD. Learn more at hexagon.com and follow us @HexagonAB.

Job Description

The Service & Support Administrator provides administrative and operational support to the Services & Support function in EMEA. This role is critical in enabling efficient service delivery by coordinating service activities, maintaining accurate records, supporting customer-facing processes, and ensuring internal systems and documentation are kept up to date.

The role works closely with Service Engineers, Service & Support Managers, Customer Success, Finance, and Logistics to ensure smooth execution of support contracts, service requests, and customer engagements.

Portfolios

• All Hexagon Mining Solutions

Key Responsibilities

• Provide day-to-day administrative support to the Services & Support team.
• Create, maintain, and update service orders, cases, and customer records in service management systems (e.g. Salesforce/ replicon/ Discovery App).
• Coordinate service requests, including logging, tracking, and follow-up on support cases and escalations.
• Support SLA tracking, service reporting, and KPI data collection for management review.
• Assist with scheduling service activities, site visits, and customer engagements.
• Maintain accurate records for contracts, service documentation, and customer communications.
• Liaise with Finance to support invoicing, service costing, purchase orders, and related documentation.
• Support onboarding documentation and system access for new service team members.
• Ensure compliance with internal processes, safety requirements, and customer-specific procedures

Skills and Experience

• Previous experience in an administrative, service coordination, or operational support role.
• Strong organizational and multitasking skills with high attention to detail.
• Good understanding of service delivery or customer support environments.
• Effective written and verbal communication skills.
• Ability to work with multiple stakeholders and support geographically distributed teams.
• Comfortable working with CRM and service management tools (e.g. Salesforce, ERP systems).
• Proficiency in Microsoft Office (Excel, Word, Outlook, Teams).
• Experience in a technical, engineering, or mining-related environment is advantageous.

Key Behaviour

• Always act professionally to protect the company’s brand and reputation.
• Adhere to safety, procedural, and customer-specific requirements and report any non-compliance.
• Maintain positive and professional relationships with customers and internal stakeholders.
• Communicate clearly, accurately, and timeously on service-related matters.
• Demonstrate a continuous improvement mindset in administrative and support processes.

Qualifications

• Diploma or Certificate in Business Administration, Office Administration, Logistics, or a related field.
• Relevant experience may be considered in place of formal qualifications.

Travel

• Occasional domestic travel may be required.
• No regular international travel expected.
• Valid Driver's License preferred

Additional Information

• Flexible work arrangements, including hybrid options.
• Opportunities for career growth within a global organization.