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Executive Manager, Support

Job Locations DE-Munich
Req# ID
2024-11590
# of Openings
1
Job Posting Category
Customer Support/Technical
Travel %
20
Job Location : Location
DE-Munich

Responsibilities

Hexagon’s Asset Lifecycle Intelligence division(Hexagon) is searching for an Executive Manager, Global Support to manage EMEA global support team and to serve as the primary point of contact for EMEA customers and stakeholders in support matters.

This position will report to Executive Director, Global Support and will collaborate with regional stakeholders, global support managers, development managers and product owners. In this capacity, the Support leader will be responsible for customer satisfaction and operational efficiency by tracking success measures of quality/ efficiency.

The successful candidate will:

  • Enable their department/teams’ ability to succeed by monitoring and measuring performance, providing feedback, plan trainings, coaching, recognizing and rewarding contributions, acquiring resources, problem solving, and communication.
  • Routinely respond to inquiries from customer representatives at all levels regarding ongoing support engagements, questions of tactical and strategic direction for company and concerns customer may have on any topic.
  • Oversee preparation of progress/status and other relevant reporting, documentation and communication to management and stakeholders to effectively communicate the metrics of operations for the solution support teams.
  • Collaborate with product management, QA and development organizations to align efforts towards success of products in the marketplace.
  • Collaborate with direct managers to proactively attract, develop, motivate and retain talent to ensure that the team is appropriately staffed with the right people and skills to meet business needs.
  • Establish and maintain constructive relationships with customers, direct reports, other managers or peers, functional groups that provide support and senior management.
  • Work with management and the Human Resources team to develop strategic plans to meet retention, recruitment and performance goals; as well as other resource related matters.
  • Drive continuous improvements of support operations by influencing the impacted stakeholders and gaining buy-in from matrix teams.

Qualifications

Required:

 

  • Broad knowledge of solutions offered by Hexagon A.L.I.
  • A comprehensive knowledge of industries served by Hexagon A.L.I and customer base.
  • A Bachelor’s or Master’s degree in a related technical discipline (i.e. Computer Science, Engineering).
  • A minimum of 15 years of experience in either Technical Support or Consulting for large scale enterprise software solution(s).
  • A minimum of 10 years of specialized technical expertise related to large scale enterprise software solution(s).
  • A minimum of 7 years’ experience managing a team of professionals that includes performance management, mentorship, career development, and planning.

 

Preferred:

 

  • Experience in driving department wide projects to improve operations.

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About Hexagon
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.

Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.

Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 23,000 employees in 50 countries and net sales of approximately 4.6bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Diversity Statement
At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.

Employee Value Proposition
At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecycle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.

* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.