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Product Specialist

Product Specialist

MicroSurvey, part of HexagonWest Kelowna, BC, Canada
3 days ago
Job type
  • Full-time
Job description

Summary

Guided by Hexagon’s vision, mission, and core values statements , the role is responsible for ensuring MicroSurvey is delivering quality products and services to the market through product testing, automation of processes, and providing product support both internally and externally with an elevated level of technical aptitude.

This role reports to the Product Management, Support and QA Lead and will work closely with the technical support, development, and product marketing departments. The Product Specialist’s time should be focused on QA responsibilities with flexibility for tech support duties as needed, but this will vary based on continually evolving company, department and team priorities.

Job Duties

Job duties include the following but are not limited to this list, and other duties may be assigned at any time.

Quality Assurance

  • Find and diagnose defects and document issues in our internal bug / feature tracker system.
  • Troubleshoot and resolve product issues, ensuring customer satisfaction and retention by delivering quality products to the market.
  • Build out library of automated test scripts to continuously improve on and automate QA processes.
  • Identify and elevate work-stoppage issues for customers and use proper escalation methods to report to managers.
  • Learn and continuously build product knowledge.
  • Use the voice of the customer to assist in writing product requirement documents.

Technical Support

  • Handle support inquiries and tasks in a professional and sensitive manner.
  • Solve highly technical issues for customers and deliver solutions and workarounds.
  • Remote into customer computers to provide hands-on solutions as required.
  • Identify and elevate work-stoppage issues for customers and use proper escalation methods to report to managers.
  • Learn and continuously build product knowledge.
  • Find and diagnose defects and document issues in our internal bug / feature tracker system.
  • Troubleshoot and resolve product issues, ensuring customer satisfaction and retention.
  • Create or update technical articles.
  • Guiding Principles

    Data Driven Decisions – base decisions on factual information. Use metrics and analytics to prioritize work and identify areas for improvement. Win As a Team - team members must want to win as a team and not just as individuals. The magic happens when there is connectivity, and a desire to win as a team. Integrity and Professionalism –hold yourself to a high standard of integrity and professionalism in all interactions. Take pride in the solutions and services provided to customers and team members.

    Qualifications

  • Undergraduate degree or diploma in surveying, geomatics, engineering, computer science or related discipline.
  • 5+ years of work experience in a technical role.
  • One or more of the following skills :
  • Experience developing automated tests (TestComplete).
  • Experience working with CAD programs (MicroSurvey CAD, AutoCAD, BricsCAD, IntelliCAD).
  • Field surveying experience.
  • Strong proficiency in both written and verbal English communication.
  • Ability to manage time-sensitive projects.