IMC Support Engineer

Service Application, Germany

Initial Responsibilities
  • As IMC is a relatively new product, initially the role will require working closely with the regional sales teams to support initial customers in the implementation, use and training of IMC software for the intelligent control of CNC machines.
  • During the initial period, which is expected to last 12-24 months, areas of responsibility will be as follows:
    • Management and installation of customer projects nationally and internationally
    • Delivering customer training
    • Customer presentations
    • Internal training of sales and support teams worldwide
    • Technical examination of customer inquiries, quotations and offers
    • Interface between customer and product management
    • Support with trade fair appearances and other events
  • Longer Term Responsibilities:
  • As the IMC product becomes more mature, the position will evolve into a BU Global Support Role in line with the other products within the MPS BU providing reactive and proactive support services to the regions as detailed below.
Second Level Support:
  • Accepting and resolving complex customer issues that are escalated by the regions.
  • Investigating potential bug fix and enhancements from resellers and regions and, where applicable, raising appropriate requests on software development.
  • Providing direct support of established resellers who require high levels of support.
  • Attendance at major exhibitions and events to assist in the delivery of demonstrations and pre-sales technical support.
  • Generating pre-sale collateral that can assist the regions in their technical sales activities; thus, improving standards and avoiding duplication of effort.
Training and documentation:
  • Ensure that regional technical support teams are appropriately trained in new features and functionality introduced in new software releases.
  • Generating support documentation that can be localised within the region to help with the support of their customers; thus, improving standards and avoiding duplication of effort.
Product adoption:
  • Providing help and assistance to regions to adapt products that are not yet distributed within the region. This will require extended time within the region to provide training and give exposure to local team to best practices.
Person specification

The ideal candidate will have a minimum 2 years’ experience with production processes in industry, along with very good knowledge of the operation / functionality of CNC machines, be customer facing and have good communication skills. Educated in an engineering discipline to Degree standard or equivalent and fluent in English.

Experience and knowledge of engineering software applications and an affinity and interest in dealing more closely with software programs for the production area would be a distinct advantage.

This exciting role will also involve a level of national and international travel (approx. 50%), with occasional extended stays away.

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About Hexagon

Hexagon is a global leader in sensor, software and autonomous solutions. We are putting data to work to boost efficiency, productivity, and quality across industrial, manufacturing, infrastructure, safety, and mobility applications.

Our technologies are shaping urban and production ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future.

Hexagon’s Manufacturing Intelligence division provides solutions that utilise data from design and engineering, production and metrology to make manufacturing smarter.

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