Technical Lead, Service

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RemoteBusiness Unit:
ALIResponsibilitiesThe purpose of the Technical Lead is to mentor technical teams (both directly and indirectly), fostering a culture of excellence, innovation, and continuous improvement. The Technical Lead serves as the primary representative at customer business units. This role involves acting as a liaison between Hexagon and the customer, facilitating communication, overseeing the quality and timeliness of service delivery, managing administrative and technical tasks, and ensuring adherence to safety and confidentiality standards. The Technical Lead plays a critical role in coordinating efforts to meet customer requirements and maintaining a smooth operational relationship.Lead and develop technical teams, set performance expectations, and conduct regular coaching sessions to ensure team development and success.Plan, monitor, and control service activities, ensuring quality and timely delivery.Assist with incident management, operational troubleshooting, and support cases to ensure the smooth operation of Hexagon ALI solutions.Collaborate with the account team, global support, product, and customer success teams to address and resolve customer issues, ensuring alignment and consistency across all touchpoints.Interface with customers, ensuring implementation excellence.Engage with customers and provide support.Provide feedback based on client experiences to product and professional services teams for product and process improvements.Interface with sales and customer success teams to develop strategies and resource plans to anticipate demand for implementation services and workforce needs.Education / QualificationsExperience in application support, service delivery, or customer-facing roles within a software or technology company is required. Team management and leadership experience is desirable. Implementation of projects and solutions in a technical leadership or project management role is a plus.Technical Knowledge:
Expertise in Hexagon asset lifecycle information management solutions is a differentiator.SkillsAbility to assess service demands, evaluate their severity, and negotiate timelines while addressing issues.Skilled in managing resources and adapting to dynamic, fast-paced environments.Strong leadership and team management skills, ensuring activities align with project goals and standards.Excellent interpersonal and communication skills for engaging effectively with customers and internal teams.Languages:
Spanish – Intermediate is a plus.About HexagonHexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We focus on data to improve efficiency, productivity, quality, and safety across various sectors.Our Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We enable customers to unlock data, accelerate modernization, and increase productivity while promoting sustainability.Hexagon (Nasdaq Stockholm:
HEXA B) employs approximately 25,000 people in 50 countries, with net sales around 5.4bn EUR. Learn more at hexagon.Com and follow us @HexagonAB.Why work for Hexagon?At Hexagon, if you can see it, you can do it. We trust you to bring your ideas to life. We are committed to creating a supportive environment with resources to support your ambitions, regardless of who you are or where you are in the world.*According to a recent workplace effectiveness survey by Korn Ferry, Hexagon's Asset Lifecycle Intelligence division was recognized as one of the most engaged and enabled workplaces among similar organizations.*Everyone is welcomeWe believe diverse and inclusive teams are key to our success. We do not discriminate and embrace differences. We are committed to providing equal opportunities, fostering an inclusive environment, and ensuring fairness for all. Respect is fundamental to our operations—speak up and be yourself. You are valued here.#J-18808-Ljbffr

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