What are the responsibilities and job description for the Engineering Manager, North America position at Maptek?

Maptek exists to enable miners to make better decisions. We have solutions for every mining stage, from exploration to operations, to help optimize mine sites.

Our company Guiding Principles :

Create Tomorrow : We will encourage new thinking and support change
Walk in Their Shoes : We will listen to our customers and reinforce relationships
Smarter Together : We will work together and draw upon each other's strengths
Make It Simple : We will turn complex ideas into simple solutions
Be courageous : We will be accountable for how we work and never give up.

Summary

The Mine Engineering Manager is responsible for the successful operation and oversight of the Mine Engineering team within the North American Customer Success group. This role will support the LAER organization in overseeing and managing presales and post-sales activities. The ideal candidate will play a pivotal role in bridging the gap between Land / Expand and Adopt to maximize chances of Renewal. The role will manage the Mine Engineering Technical team, and the main activities include product demonstrations, proof of concept, implementation, training, customer support, and other activities that will help our customers maximize the value of our solutions.

In addition to managing the Mine Engineering team, the individual will be in charge of The Customer Support function for Maptek North America, providing leadership to all aspects of Maptek's customer support function. With customer satisfaction and quality of the support experience as the primary mission, the Manager develops and drives adherence to support standards of excellence.

Duties include collaborating in achieving annual revenue targets; developing new business; maximizing department performance through training, goal setting, and review; serving as a role model in building positive customer relationships and promoting the services that Maptek can successfully deliver to our customers; and continuing to develop quality training and consulting in order to provide Maptek customers with outstanding support and product delivery.

As with all leadership positions at Maptek, the Manager shall serve as a model example of all of Maptek's corporate values and shall foster an environment of collaboration and creativity.

Essential Functions

Collaborate with the Customer Success team to support the overall Solutions Group revenue targets.

Develop, refine, and execute programs to develop new Training and Consulting business.

Understand our clients' training, consulting, and support needs and develop and execute strategies to meet and exceed expectations.

Take ownership of key client relationships.

Determine satisfaction with products and services.

Develop client retention strategies.

Help define revenue targets and operational budgets for the Technical Services department.

Foster an environment of collaboration by engaging in teamwork and building relationships across departments.

Technical Services Management :

Act as a day-to-day technical and administrative resource to the Mine Engineering team

Provide leadership, training, coaching, performance management, and reviews to the assigned team.

Services coordination : resource allocation and communication (both internal and with the client) for training, consulting, sales demonstrations, PDT, client site visits, etc.

Manage the Adopt Opportunity pipeline.

Conduct client Site Visits and follow-up activities and facilitate those of direct reports.

Monitor and update administrative systems and Technical Services Standard Operating Procedures (SOPs) as needed.

Customer Support management :

Maintain or improve upon customer satisfaction scores and maintenance renewal rates.

Manage the day-to-day customer support experience via phone, email, chat, remote assist, and self-serve channels.

Develop and track customer support metrics for use in performance evaluations.

Schedule support personnel.

Provide training to support personnel in best communication practices.

Provide statistical analysis of customer support trends.

Develop customer support SOP's and standards.

Monitor support logging in CRM for accuracy, follow-up, and trends in trouble areas.

Foster an environment of collaboration by engaging in teamwork and building relationships across departments.

General Technical Services Functions :

Provide user and industry expertise to Maptek's Product Development team through participation in development projects.

Maintain client satisfaction and promote Maptek Services.

Mentorship of junior associates.

Engage in follow-up meetings when the service projects are completed.

Provide client training.

Perform / manage advanced and / or ongoing Services projects and implementations.

Perform other duties as assigned.

Knowledge, Skills and Abilities :

Solid experience as a manager of professional-level managers / employees.

Success in coaching, training, and development of direct reports.

Leadership experience in a technology services sales and delivery environment.

Strong customer relationship skills.

Demonstrated track record of successful business development.

Strong emotional intelligence and inspiring presence.

Demonstrated ability to be a true problem solver : handle complex situations and deal with unexpected challenges independently and with a successful outcome.

Degree in business, engineering, or relevant discipline.

Demonstrated ability to make decisions in a measured and rational manner.

Ability to deal with multiple competing demands and prioritize appropriately.

Excellent active listening skills - ability to understand other's reactions and how to respond empathetically.

Excellent speaking, writing, and reading comprehension skills in the English language.

Ability and willingness to travel 50% of the time.

Physical requirements :

Ability to sit for prolonged periods of time.

Summary of compensation and benefits :

Salary range (base) : $95,000 - $115,000. Compensation commensurate with experience and skills.

Health insurance (medical, dental, vision) with premiums paid by Maptek

401(k) plan

Life and disability coverage

Paid holidays, vacation and sick time

Salary : $95,000 - $115,000

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Engineering Manager, North America

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