At Hexagon, we strive to help industrial manufacturers develop the disruptive technologies of today and the life-changing products of tomorrow. Our strength comes from our global footprint and enormous portfolio of advanced industrial sensors, measurement technologies, factory automation, simulation, and analytics tools.
Key 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).
- Manage the commercial services portfolio, design growth blueprints, and drive strategic initiatives to ensure continuous, year-over-year revenue expansion.
- 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.
- Manage showroom inventory and demonstration equipment in full alignment with asset management protocols.
- 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 & Skills
- Bachelor's degree in Engineering, Electronics, Mechatronics, or related field.
- Minimum 6 –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.
