Global Technical Specialist - Resource Optimization

Hexagon Mining•Tucson, AZ

1d•Remote

About The Position

The Global Technical Specialist position is a technical enablement role at the core of Mining division’s Resource Optimization Business Unit, focused on empowering technical teams on a global scale. This position champions standardization, optimization, and innovation across diverse functions of the Resource Optimization BU, fostering a culture of continuous learning and excellence. With an emphasis on improving operational efficiency and scalability of Resource Optimization’s mine planning, blast movement and analysis products and solutions, the Global Technical Specialist supports front-line technical support and services teams, develops performance improvement initiatives, drives digital automation opportunities, and creates impactful enablement content for the BU. By doing so, this role significantly contributes to shaping the future of the Mining division’s mine planning and drill & blast solutions, positioning the organization as a pioneering force within the mining software/technology sector.

Requirements

Education: Bachelor’s degree (or equivalent tertiary qualification) in Mining Engineering, Geology, Computing Sciences or a related technical field.
Industry Experience: 3–5 years of experience in the mining industry or a closely related mining technology field. Hands-on exposure to mining operations, mine planning, or drilling/blasting processes is expected.
Domain Expertise: Demonstrated subject matter expertise in one or more of the following areas: Mining Exploration, Geological Modeling, Mine Planning, Drill & Blast technology, and/or Ore Control. This includes in-depth knowledge of the associated methodologies and software tools used in these domains.
Technical Proficiency: Strong computer proficiency and experience with relevant mining software applications, mine planning programs and data analysis tools.
Communication Skills: Excellent communication skills, both written and verbal, with the ability to clearly articulate technical information to diverse audiences. The role requires preparing documentation and delivering training/presentations, so clarity and professionalism in communication are essential.

Nice To Haves

Process Improvement Experience: Background in process optimization initiatives or digital transformation projects within a technical or operational team. Experience leading or participating in technology-driven improvements (such as process automation or system implementation projects) is highly valued.
Content Development: Experience in creating technical training materials or user documentation. For example, having developed user guides, tutorials, standard operating procedures, or e-learning content for complex software or technical processes.
Travel: Moderate regional and international travel is required for this position. This role may involve travel to different offices, customer sites, or industry events (approximately 20% of the time, subject to business needs).
Primarily an office-based or remote role involving extensive computer use and virtual collaboration. The Global Technical Specialist will frequently engage with teams and systems online to support a worldwide workforce. Must have flexibility to occasionally accommodate meetings or training sessions across various time zones (outside standard 9–5 hours), given the global scope of the role. The position also entails providing remote support to teams and customers in different regions, which may require adjusting work hours at times.

Responsibilities

Training & Upskilling: Plan and execute training programs to enhance the product knowledge and technical capabilities of global Technical Teams, including Support & Services and Customer Success teams. Provide coaching and upskilling initiatives that elevate team performance and ensure consistent service quality.
Process & Workflow Standardization: Develop and standardize processes, workflows, procedures, and playbooks to drive consistency and operational efficiency across technical functions. Identify best practices and ensure they are documented and adopted throughout the organization.
Tools & Systems Management: Assist in the management and optimization of tools, systems, and platforms used by technical teams. Ensure that these platforms (e.g. knowledge bases, support systems) are utilized effectively to improve team productivity and collaboration.
Performance Analytics: Collaborate with senior team members to create and maintain dashboards and analytics tools for performance measurement and enhancement. Track key performance metrics and generate insights to guide decision-making and highlight areas for improvement.
Digital Transformation Projects: Support and contribute to digital automation projects and help introduce new digital tools or processes that improve productivity, customer experience, and scalability of technical operations.
Enabling Content Creation: Participate in the creation of enablement content that clearly conveys the value and benefits of Hexagon products and solutions. Develop high-quality technical documentation, guides, and training materials to empower customers and internal teams.
Strategic Initiative Support: Assist in developing strategic plans that align technical enablement initiatives with company goals and market trends. Provide input on long-term enablement strategies and ensure that technical programs support Hexagon’s business objectives and respond to industry developments.
Industry Engagement: Actively represent Hexagon’s technical expertise in the mining industry community. Participate in forums, conferences, and events to showcase technical leadership, stay abreast of industry trends, and bring back insights that inform internal best practices.
Tier 2 Technical Support: Provide Tier 2 (advanced) technical support to regional support teams for Hexagon’s products. Assist in resolving complex product issues escalated from regional teams, ensuring prompt and effective solutions to maintain high customer satisfaction.
Product Expertise & Collaboration: Serve as a subject matter expert (SME) on Hexagon’s mining software solutions. Apply deep product knowledge to support new product introductions, working closely with Product Management and Product Development teams to share field insights and guide product improvements. Help validate new features, contribute to product launch strategies, and ensure internal teams are prepared to support new offerings.