Technical Support Specialist - Mining Technology

*This position is based in Lakewood, CO and requires regular travel. **This is not IT support. This is a mining instrumentation support position with travel for field installation, repair, and maintenance of radar systems, including electrical and mechanical components and generators, and requires working outdoors in random weather conditions., The Technical Support Specialist is responsible for installing, commissioning, maintaining, and troubleshooting IDS GeoRadar IBIS ground-based radar systems used for slope stability and structural monitoring in mining and civil infrastructure environments. This role also provides hands-on training and 24/7 technical support to ensure safe, reliable system performance in a variety of field conditions., Field Service

• Install, configure, maintain, and decommission IBIS radar systems and associated hardware across mine sites and civil infrastructure projects.
• Perform routine inspections, firmware/software upgrades, and on-site repairs.
• Service small diesel generators and electric jack systems supporting monitoring equipment.
• Diagnose and resolve electrical, mechanical, networking, and software issues.
• Document service cases and equipment activity in Salesforce; prepare clear service and incident reports.
• Manage spare parts inventory and coordinate shipments to and from customer sites and the factory.

Customer Support & Training

• Deliver on-site and remote training for customers covering hardware, software, and data interpretation.
• Participate in a scheduled 24/7 on-call rotation to diagnose and resolve issues via phone, email, or remote access.
• Respond to support inquiries promptly, track all interactions in Salesforce, and ensure timely follow-up.

Collaboration & Continuous Improvement

• Escalate recurring or complex technical issues to advanced support teams.
• Contribute to the development of troubleshooting guides and training materials.
• Collaborate with cross-functional teams to improve processes and customer experience.
• Ensure compliance with company policies, procedures, and safety standards.

Office-Based Support

• Maintain accurate repair and testing records in Salesforce and related systems.
• Assist in developing content (e.g., videos, documentation) for the IDS Knowledge Portal.
• Support field teams by testing configurations and replicating issues using warehouse equipment.
• Complete additional administrative or technical support tasks as assigned.

Education: Associate degree in electrical, mechanical, automotive, industrial automation, geoscience, or a related field. Experience: 2+ years in field service, equipment repair, or a similar technical support role.

Technical Skills

• Proficiency in troubleshooting electrical systems, IT/network connectivity, and Windows-based software.
• Ability to read and interpret schematics, diagrams, and technical manuals.
• Experience diagnosing and repairing small diesel engines.
• Soft Skills: Strong communication skills, customer-focused mindset, and ability to work independently and solve problems effectively.

Work Requirements:

• Ability to work outdoors in various weather conditions and environments.
• Ability to lift up to 50 lbs.
• Willingness to travel 50%, often on short notice, including weekends and holidays.
• Licenses: Valid driver’s license (including ability to tow a utility trailer) and a valid passport.

Preferred Qualifications

• Knowledge of structural geology, geotechnical principles, or infrastructure monitoring applications.
• Experience with slope stability or structural monitoring in mining or civil environments.
• Network configuration and troubleshooting experience.
• Familiarity with CRM platforms (e.g., Salesforce).
• OSHA or MSHA certification.
• Prior experience in the mining or civil industries (1+ year).
• Experience towing utility trailers.

• Work performed at active mine sites and remote infrastructure locations with exposure to weather, noise, dust, and heavy equipment.
• Standard office hours: Monday-Friday, 8:00 AM - 4:00 PM (when not in the field).
• Occasional international travel (e.g., Europe, Latin America) for training and project support.

Compensation & Benefits Salary Range: $65,000 - $70,000 USD annually Comprehensive benefits package including medical, dental, vision, life insurance, and retirement plans Additional benefits: commuter assistance, tuition reimbursement, prepaid legal services, identity protection, and employee assistance programs Optional coverage including accident, short- and long-term disability, hospitalization, and critical illness

Equal Opportunity Employer IDS GeoRadar North America is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other legally protected characteristic.

At Hexagon, we are committed to building a diverse and inclusive workplace where employees can contribute and perform at their best.

IDS GeoRadar, part of Hexagon, is a geotechnical monitoring company serving the mining, infrastructure, and civil engineering industries. The company uses ground-based InSAR radar systems to support slope stability monitoring, structural assessment, and risk management, with equipment deployed across open-pit mines, dams, and other infrastructure environments. The team operates in a collaborative setting with a focus on technical support and field operations.