Senior Operational Support Engineer

At Hexagon, we don't just measure the world – we define its future. As the global leader in measurement technologies, we provide the confidence that vital industries rely on to build, navigate, and innovate. From microns to Mars, our solutions drive productivity, quality, safety, and sustainability across aerospace, agriculture, automotive, construction, manufacturing, and mining.

The Company: Hexagon Autonomous Solution specifically delivers mining, autonomy, and high-precision positioning solutions that enable autonomous operations. Our product portfolio empowers customers to operate with confidence in challenging environments.

Hexagon Mining: Hexagon delivers the power of a digitally connected mine. We provide We help mines achieve excellence through a powerful platform equipped with visualization and analysis tools, covering workflows from fleet management to health and safety, enabling cost reductions and production gains.

The Position: Reporting to the Team Lead SMART Centre, we are seeking a Senior Operational Support Engineer to join a collaborative and dynamic team in our Balikpapan office. This role will see you responsible for supporting multiple customers in operational support of Hexagon Mine Operate portfolio.

Our SMART centre in Balikpapan partners with our clients across the APAC region providing 24/7 support from operational troubleshooting through to optimising or customisation to meet the onsite demands of their production.

A dynamic role that will expand as our business grows and expands our service model, you will be encouraged and supported to continue to find opportunities to enhance our software offerings/solutions where duties will include, not limited to;

• Act as the first point of contact for client inquiries, ensuring timely and effective resolution
• Collaborate with clients to understand their operational needs and provide operational solutions based on their context
• Provide operational support for Hexagon Mining’s software solution usage, ensuring the software being operated efficiently and gives benefit to clients.
• Track and monitor production metrics, providing data insights to customers KPI performance

About You

This position is ideal for those who have a career within mining production, working directly within FMS systems, working closely on production optimisation both for safety and operational efficiencies, where you are looking to take such expertise across the relationship line to join a global technology partner.

Knowledge and Experience - Required:

• Bachelor’s degree in mining engineering or related field (or suitable industry experience)
• Mid level tenure/experience in mining industry working directly with FMS systems
• Strong technical proficiency ability to apply SQL Server (T-SQL) for troubleshooting.
• Excellent problem-solving and analytical skills
• Prior experience in training technical process/procedures to wider team or new starters
• Ability to translate data into presentation, insights or trends to consult back to mining customers through data analytics
• Strong communication skills, with the ability to build effective relationships in a remote online environment
• Ability to work across multiple projects and navigate conflicting priorities
• High proficiency in English, both verbal and written communication.

Desirable, not essential

• Experience with HxGN MineOperate/OP Pro mining fleet management systems
• Previous role as mine controller or in dispatch.
• Level 2 certification of Hexagon MineOperate OP Pro training.
• Knowledge of operational improvement frameworks (Lean Six Sigma or similar).

Travel:

The role is primarily based in the Balikpapan office but may require some domestic and international travel as required.

Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics.