HXG_Default_Role_UK

Summary
Hexagon add text

Job Responsibilities
Service Management

• Lead and manage the service team responsible for calibration, maintenance, and repair of metrology instruments, mainly Coordinate Measuring Machine (CMM), Vision/Multisensor Measuring System, Portable Measuring Arm, Laser Tracker and etc.
• Work closely with the Administrator in planning and managing the service team schedule.
• Plan and schedule calibration for service tools and equipment.
• Troubleshoot and resolve technical issues related to measurement systems and instrumentation.
• Provide training and application support for measurement software that is being supplied together with measuring machines.
• Support the sales team for customers' part evaluations and demonstrations.
• Maintain accurate service records, calibration certificates, and customers' machine list.
• Ensure timely and high-quality service delivery to meet customer expectations.

After-Market Sales & Operations

• Responsible for direct and distributors after-market sales (e.g., machine retrofit/upgrade, software maintenance (SMA), spare parts, machine maintenance, measurement services, rental, training and etc).
• Oversee warranty claims, spare parts management, and customer complaints.
• Develop and implement strategies to improve customer retention and satisfaction.
• Coordinate with the Administrator/COS and factories' team to ensure product availability and timely support.
• Manage relationships with Hexagon's factories/vendors for parts sourcing and service support.
• Monitor and report on after-market performance metrics (e.g., service turnaround time, customer satisfaction scores)

Team Leadership & Customer Relations

• Train and supervise service engineers and customer support staff.
• Foster a high-performance culture focused on continuous improvement and customer excellence.
• Build strong relationships with key clients to promote loyalty and repeat business.
• Handle escalated customer issues with professionalism and urgency.

Qualifications

• Qualifications & Skills

• Bachelor's degree in Engineering, Electronics, Mechatronics, or related field.

• Minimum 5–10 years of experience in service and after-market roles within the metrology or instrumentation industry.
• Strong technical knowledge of calibration, measurement systems, and quality standards.
• Excellent leadership, communication, and problem-solving skills.
• Familiarity with CRM and ERP systems for service and inventory management.
• Ability to manage multiple priorities and work under pressure.