Service Engineer

About Hexagon

Hexagon is a Swedish multinational technology company headquartered in Stockholm, best known for precision measurement, positioning, software, digital twins, and autonomous technologies, Hexagon provides technology that helps industries measure, understand, design, manufacture, build, and operate physical assets more efficiently.

Job Summary

This role involves complete ownership of customer relationship management, technical service delivery, and revenue contribution for customers in the assigned region. The position requires strong expertise in CMM operations, service support, calibration, and troubleshooting. The individual will support key OEM customers and ensure seamless service, timely issue resolution, and customer satisfaction through both on-site and remote support.

Key Responsibilities

1. Customer Relationship & Account Management

• Manage end-to-end service support for assigned customer accounts, including breakdown management, training, and service support.
• Handle OEM clients and other strategic accounts across the region.
• Ensure timely closure of service tickets, customer queries, and technical escalations.

2. Technical Expertise & Service Delivery

• Demonstrate hands-on experience with CMM (Coordinate Measuring Machine) operations, calibration, and service support.
• Perform troubleshooting, preventive maintenance, and corrective service activities for customers under warranty and out-of-warranty.
• Provide customer training on equipment usage, software applications, and best practices.

3. Spare Parts, AMC & SMA Support

• Support spare-parts recommendation, sales coordination, and follow-ups.
• Enable customer convenience for AMC (Annual Maintenance Contracts) and SMA (Service Maintenance Agreements).
• Ensure readiness for Retrofit and SMA order fulfilment to avoid business downtime.

4. Reporting & Documentation

• Use CRM systems for ticket management, customer updates, and service documentation.
• Prepare service reports, calibration logs, installation documentation, and technical feedback.
• Use MS Office for analysis, presentations, and internal reporting.

5. Revenue & Business Contribution

• Contribute to AFM revenue targets for the region; historically this role contributes 25% of annual revenue in AFM category.
• Support new business development through insights, customer retention, and technical consultation.

6. Customer Satisfaction & Retention

• Manage customers across the region with high responsiveness and service quality.
• Ensure consistent customer satisfaction through timely issue resolution and professional communication.
• Act as a technical advisor to customers to enhance product usage and value delivery.

Required Experience & Qualifications

Experience:

• 3 to 7 years of hands-on experience in Service Engineering, preferably in CMM, Metrology, Industrial Automation, or Precision Engineering.

Technical Skills:

• Strong knowledge of CMM operations, calibration, programming, and troubleshooting.
• Experience in handling on-site breakdowns, installations, and customer application support.
• Good understanding of AMC/SMA processes and spare parts lifecycle.

Soft Skills:

• Good communication and presentation skills.
• Strong customer-handling ability with a problem-solving mindset.
• Ability to work independently and manage multiple customer accounts.

Tools & Systems:

• Proficiency in CRM tools, MS Office (Excel, PPT, Word).
• Exposure to service reporting tools and ticketing systems.

Education:

• Diploma / B.Tech in Mechanical, Electrical, Instrumentation, or related engineering field.