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We're Hiring! Do you want to join our team?


The Customer Support and Field Technician position is now available! If you are interested in this position and want to learn more about the role, please visit our career site: https://jobs.jobvite.com/careers/xylem/job/ojO0cfw3?__jvst=Internal&__jvsd=s5aM6iwU&__jvsc=email&mid=nTNnoYwU


Our Company

HYPACK, a Xylem brand, develops Windows-based software for the hydrographic and dredging industries. HYPACK was founded in 1984 as a small hydrographic consultancy.  Today, HYPACK is one of the most widely used hydrographic surveying packages in the world, with more than 10,000 users. HYPACK provides surveyors and dredgers with all the tools needed to design, collect, process, analyze, and generate final products in ocean, coastal, and inland waters.


The Role

HYPACK seeks an outstanding senior-level Customer Support and Field Technician to resolve customer technical support issues, provide training, and provide technical field support for all HYPACK software products and related hydrographic survey equipment.  The successful candidate must work collaboratively across all HYPACK departments to deliver world-class service to every customer’s inquiries.  The candidate needs to be comfortable traveling, often on short notice, to deliver expert services and training to HYPACK customers around the world.  This is the ideal position for any mid-career hydrographer seeking a challenging and fast-paced technical position!



Essential Duties/Principal Responsibilities:

When not on travel or on assignment in the field:

  • Responds to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment;
  • Troubleshoots and resolves customer support inquiries;
  • Documents customer cases, product complaints, and software issues;
  • Regularly writes knowledge articles to be shared with the customer base through newsletter or other company social media.
  • Periodically provide after-hours support, as required.

When on assignment in the field:

  • Travels to customer site to install or train on HYPACK software.
  • Prepare and submit accurate and timely field service reports.
  • Travel will be required to international customers; expect to travel up to 120 days per year.
  • Other duties as assigned


Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

  • Education: High School Diploma or equivalent. 2- or 4-years of college preferred.
  • Evidence of career training progression through industry or government short courses or academic certificate programs in hydrography and/or dredging.
  • A minimum of 15 years industry or government experience in hydrographic surveying and/or dredging.
  • Work history to include a minimum of 10 years’ current experience using HYPACK and/or DREDGEPACK software.
  • Must possess a current passport and valid driver’s license; must maintain a good driving record.
  • Strong communications skills; the abilities to ask questions, think critically, and actively seek guidance from others are essential.
  • Must possess excellent interpersonal skills, especially tact and patience; must be a team player.
  • Must show attention to detail and dedication to excellent customer outcomes.
  • Must show a willingness to learn, and a willingness to take on new responsibilities.
  • Must be able to multi-task and solve problems in a fast-paced environment.