Technical Customer Support Manager (field Systems Sector/ Surveying & Mapping )

Technical Customer Support Manager (Field Systems Sector/ Surveying & Mapping)

Trimble is looking for a leader to manage our Mobile Mapping Support Team. We are seeking a professional with strong management skills and a genuine focus on customer success. This position is ideal for someone who wants to lead a team, drive innovation, and transform the customer experience.

What You Will Do:

• Manage the Mobile Mapping Support Team and Ticket Systems: Lead and oversee the customer support team, ensuring efficient handling of customer inquiries and issues through our ticketing system. Utilize KPIs to assess and report team performance.
• Transition to Customer Success: Spearhead the shift from traditional customer support to a customer success approach, emphasizing proactive engagement and fostering long-term customer satisfaction.
• Enhance Customer Experience: Develop and implement strategies and initiatives to elevate the customer journey, ensuring an exceptional experience at every interaction.
• Knowledge Base Management: Oversee the development and upkeep of a comprehensive knowledge base, empowering customers with self-service options and enhancing support efficiency.
• Voice of Customer and Software Testing: Collaborate with product teams to relay user feedback (Voice of Customer) and oversee software testing efforts of the Support team, contributing product quality and reliability.
• Team Development and Career Planning: Promote team growth by identifying development opportunities and crafting career advancement plans for support team members.
• Project Management: Oversee small integration projects in partnership with the Sales team, ensuring seamless integration and alignment with customer requirements.

What You Should Bring:

• Experience with Mobile Mapping or similar geospatial domains
• Experience in team management and customer support, with a focus on development and guidance.
• The ability to lead a transition from support to customer success.
• A "customer-first" mindset and a focus on problem-solving.
• Knowledge or interest in high-cost systems and the complexity that entails.
• The ability to externalize team knowledge into a database.
• Knowledge or interest in "geo" concepts, such as GIS or geomatics, and spatial awareness.
• Excellent communication skills for working with global teams and customers.

About Trimble

Dedicated to the world's tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability. From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work.

Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

Hiring Range: 0

Bonus Eligible? No

Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

Trimble is proud to be an equal opportunity employer. We welcome and embrace our candidates' diversity and take affirmative action to employ and advance individuals without regard to race, color, sex, gender identity or expression, sexual orientation, religion, age, physical or mental disability, veteran status, pregnancy (including childbirth or related medical conditions), national origin, marital status, genetic information, and all other legally protected characteristics. We forbid discrimination and harassment in the workplace based on any protected status or characteristic. A criminal history is not an automatic bar to employment with the Company, and we consider qualified applicants consistent with applicable federal, state, and local law. The Company is also committed to providing reasonable accommodations for individuals with disabilities, and individuals with sincerely held religious beliefs in our job application procedures. If you need assistance or an accommodation for your job, contact AskPX@px.trimble.com.