24/7 Customer Support, North America Team Lead

4 weeks ago

Calgary, Canada NovAtel Inc. Full time
Overview

24/7 Customer Support, North America Team Lead

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 cool stuff that matters. Reporting to the 24/7 Customer Support Manager, the position will be an integral part of the 24/7 support team, which specializes in front line support. The successful candidate will lead the regional team and take part in shifts, being 12hrs, on a 4 day on 4 day off rotation. If you thrive on providing high quality customer support, this role could be for you.

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

Responsibilities

As a 24/7 Customer Support, Team Lead, you will:

  • Lead a regional based team responsible for Hexagon A&P frontline 24/7 support
  • Mentor and develop the team
  • Act as an escalation point to resolve operational 24/7 support issues
  • Monitor KPI metrics with the view of driving continuous improvement to improve KPI's
  • Working Rotation shifts within the Calgary based 24/7 support team:
    • Answer incoming calls and emails from the world-wide customer base looking for system, product and/or application support
    • Complete case logging activities in our case management system
    • Interact with customers to review and prioritise support cases as per SLA’s whilst setting customer expectations
    • Solve customer inquiries and requests that have known solutions
    • Use your basic understanding of our highly technical GNSS products to triage and assign incoming cases
    • Escalate support cases to 2nd tier Core Support as required
    • Issue service notifications
    • Identification of mass impact events
Qualifications

Must Have:

  • Technical Diploma or Degree (i.e. Technology related) in Geomatics or Electrical Engineering
  • Experience working directly with customers, preferably in the delivery of support or services
  • English fluency with excellent verbal and written skills with the ability to tailor communication of complex technical content for varying audiences

Key Success Factors:

  • Exceptional interpersonal skills and ability to get along with others
  • High attention to detail and highly organised
  • Strong multitasker with keen ability to prioritise
  • Regional team KPI performance
  • Outgoing and energetic with exceptional people skills
  • Comfortable working individually but know when to ask for help
  • Work well in a collaborative environment

Nice to Have:

  • 3+ years experience working in a highly Technical Support capacity
  • Able to work independently and within tight deadlines
  • Frontline support or Helpdesk experience
  • Basic understanding of GNSS products
  • Experience with SalesForce as a CRM

Not sure if you meet all the qualifications for this role? Let us decide At Hexagon, we are committed to a diverse and inclusive work environment. If you’re excited about the opportunities this role could bring, we encourage you to apply.

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. You’ll be joining over 24,000 people in 50 countries on the leading edge of your field.

This position is with Hexagon’s Autonomy & Positioning division, a global technology leader, pioneering end-to-end solutions industry leaders rely on for assured positioning and autonomy on land, sea and air. Our work touches every aspect of life, from sustainability on Earth to enabling autonomy.

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