Technical Support Specialist - Mining Technology

Position Overview

This is a REMOTE position based in Tucson, AZ that requires regular travel. This is not IT support. It is a mining instrumentation support role focused on field installation, repair, and maintenance of radar systems – including electrical and mechanical components and generators – often requiring work outdoors in a variety of weather conditions.

IDS GeoRadar, part of Hexagon, is a growing and innovative geotechnical monitoring company specializing in cutting edge solutions for mining, infrastructure, and civil applications. Hexagon, with 24,000 employees in 50 countries and net sales of 5.5bn EUR, is a global leader in sensor, software, and autonomous solutions. Learn more at hexagon.com.

Position Summary: Install, commission, maintain, and troubleshoot IDS GeoRadar IBIS ground-based radar systems that monitor slope stability for mining and civil engineering customers. Provide hands-on training and 24/7 technical support to ensure safe, reliable system performance.

Key Responsibilities

• Field Service:
• Install, configure, maintain, and decommission IBIS radar systems and ancillary hardware.
• Perform routine inspections, firmware/software upgrades, and onsite repairs.
• Service small diesel generators and electric jack systems.
• Identify and repair electrical, mechanical, networking, and software faults.
• Log all case details in Salesforce; write clear service and incident reports.
• Manage spare parts stock; prepare and track shipments to and from customer sites or the factory.
• Customer Support & Training:
• Deliver onsite and remote training for hardware, software, and data analysis.
• Participate in a scheduled 24/7 oncall rotation to diagnose and resolve issues via phone, email, and/or remote access.
• Collaboration & Continuous Improvement:
• Escalate recurring issues to second-level support; help develop troubleshooting guides and training materials.
• Collaborate with other divisions to drive improvements in processes.
• Office-based Tasks:
• Test, diagnose, and repair faulty equipment and components returned from customer sites.
• Perform functional testing on repaired components before shipment to the logistics department.
• Maintain accurate repair and testing records in Salesforce and other tracking systems.
• Assist with inventory management, ensuring stock accuracy.