About this role
When an entire city needs to be rendered into a 3D model in-flight, utilities buried deep under soil need to be uncovered, highly complex infrastructure projects need to be implemented and even when crime scene investigation needs to be documented – that’s Leica Geosystems, part of Hexagon. More than 5,000 employees in 33 countries help us develop the latest technologies for Reality Capture, survey and measurement. SUMMARY: The role primarily focuses on working 2nd Level Survey support cases for the Survey line of Leica Geosystems products (Captivate/Infinity and related software & Services). Support cases are resolved by direct customer contact through various channels including telephone, email, remote ses-sions, and in-person visits. A crucial part of case management is liaising with both the US/CA Central and the Global Business Unit Support Teams when handling elevated support cases. The position also entails providing software and hardware training to customers, direct sales teams, and indirect sales channels, which may be delivered through in-person classroom style sessions or online. The individual is also responsible for developing online learning materials, support materials, and knowledgebase articles. Finally, the role requires occasional site visits to strategic customers to serve as a technical resource for the local Direct/Indirect Sales Teams. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Provides technical support for customers and sales representatives over the phone, internet and via e-mail, for total stations, GNSS, controllers and related software sold by the Survey Segment team. Provides support and training services including field training, system integration, and software installation at customer sites. Develops and delivers technical training aids and formal courses . Log all support requests into support incident database. Act as the support incident owner, escalate support requests as appropriate, and ensure the support request is resolved and the incident is closed. Assists with trade shows and exhibitions, as and when needed. Conduct field tests and analyze results related to the performance and behaviour of the equipment under different working conditions. Provide input to Manager on a regular basis with respect to product performance, product testing, competitive products and product/marketing needs and requirements. Maintains a training schedule and ensure resources are deployed as needed in support of those customers training request, if not self-performed. Assists Sales Representatives in developing and sales for Leica products, providing pre and post sales technical support and expertise.