APAC Team Lead, Core Customer Support - Singapore, United States - NovAtel

Description

Hexagon's Autonomy & Positioning division is looking for a tech-savvy and personable APAC Team Lead, Core Customer Support to help us drive our business forward by providing 2^nd tier support to our customers. In this exciting hands-on position, you will utilize your GNSS+INS expertise to ensure our customers' success.

While part of a growing Global Core Customer Support team, this position will have a strong focus on supporting Veripos and NovAtel customers in the APAC (Asia Pacific) region and will report into the Regional Core Support Manager. The team collaborates closely with Customers, Sales, Specialists, Engineering and Account Managers. You may be a great fit if you have a passion for emerging technology, and desire to use your engineering skills to solve real-world challenges and shape the future of the GNSS Industry.

The Location: This position is based in Singapore.

As APAC Team Lead, Core Customer Support, responsibilities include:

• Lead a team responsible for post-sales support case management and pre-sales demonstrations on GNSS products/services
• Lead the hiring process when additions to the team are required
• Mentor and develop the team in technical product and market expertise
• Plan for and manage succession within the team
• Contribute to post-sales support process updates
• Collaborate with other Core Support leaders to streamline global processes
• Evaluate performance of team members
• Manage unassigned support case queue for multiple brands: NovAtel, Veripos and AutonomouStuff
• Manage the delivery of field work and training requests to customers

Primary Responsibilities:
Responsible for 2nd tier case management and professional services for Hexagon A&P products primarily within the APAC region:

• Support cases from customers in region

• New employee training/onboarding

• Cross training of other Core Support employees

• Support service quality from team

• Ensure professional service quality from team

• Expense approval

• Direct interaction with other regional management

• Direct interaction with sales

• Communicate major customer issues to larger support group

• Travel approval/assignment

• Contribute to process development

• Continue to manage support cases and provide professional services as an individual contributor

• Ensure export compliance, including controlled goods

Responsible for: in-region case work and field work
Within the primary area of responsibilities, key accountabilities include:

• Performance reviews and objective setting for direct reports

• Provide input on team level planning and resource management

• Participate in hiring process and provide input on other staffing decisions

• Provide resource allocation and assignment of work within team

Key Success Criteria:

• Fast, complete resolution of case work and field work

• Regional team KPI performance (time to first response, CSAT)

Qualifications & Experience:

• 5+ years' experience in a 24/7 technical support role

• University/college degree in a science or engineering discipline

Skills & Knowledge:

• Familiar with operational requirements in Marine and offshore environment

• Able to work independently and within tight deadlines and budgets

• Excellent written and presentation communication skills

• Demonstrated leadership qualities and people management skills

• Familiar with Salesforce CRM and Infor Syteline ERP systems

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. For any questions about the role or our company, please email our team at and we will be pleased to follow up with you. Please do not send cover letters or resumes to this address.

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 22,000 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 for assured positioning and autonomy on land, sea, and air. Our work touches every aspect of life, from sustainability on Earth to enabling autonomy. Within the Autonomy & Positioning division your work will contribute to the operation of our brands NovAtel, AutonomouStuff, VERIPOS, and Antcom. Come see why we are recognized as one of Alberta's Top 75 Employers in 2020, 2021 and 2022

Applicants who require accommodation in the job application process may contact Human Resources at .