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Manager, Technical Support

3 months ago

Minnetonka, Minnesota, United States Trimble Inc. Full time

Title: Manager, Technical Support

Location: Minnetonka, MN (Hybrid Role - 3 days in office with flexibility)

Department: Technical Support

Report to: Director, Technical Support, Fleet Mobility

Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.

What You Will Do:

The Manager, Technical Support plays a critical role in helping mold and evolve our 24x7x365 Support organization into a world-class organization. You will be responsible for leading a technical support team, including other leaders, responding to technical challenges and issues from end-users, scaling our support teams, working directly with our customers and cross-functional teams, and meeting and exceeding KPI's.

  • Build and lead an effective and highly technical support team, while fostering an environment for exceptional customer support
  • Drive team engagement by setting objectives and strategic goals, creating development plans, and coaching team members to achieve desired outcomes
  • Learn current and new technologies and processes
  • Serve as a liaison and escalation point for complex technical issues and lead to quick resolution
  • Work closely with key partners in Product, Engineering, and Customer Experience teams to surface customer facing bugs, trends, feedback, and issues
  • Directly engage with customers on critical issues
  • Lead and participate in cross-functional initiatives to drive collaboration and continuous improvement
  • Present to senior leadership, product owners, peers, and customers regarding support and technical issues

What Skills & Experience You Should Bring:

  • Bachelor's degree or equivalent experience in a professional capacity
  • Minimum of 4years' experience supervising or managing a technical support team
  • Minimum of 1 year of experience managing other people leaders that have direct reports
  • Expertise in owning and scaling support operations with process development, escalation protocols, communication tools, and ticketing systems
  • Highly organized and hardworking with a passion for customer success
  • Demonstrated ability to get work done through others with effective Leadership
  • Demonstrated ability to manage multiple priority projects
  • Previous experience working directly with end users on escalated issues
  • Excels in a fast pace, community environment and can reference upon a collaborative management style
  • Project management and presentation experience (large and small)
  • Basic understanding of the transportation industry
  • On-demand light travel (
  • On-demand on-call when needed

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

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Pay Equity

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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.

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Hiring Range:

92750

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122960

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Bonus Eligible?

Yes

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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.

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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,

It is Trimble's policy that candidates are entitled to equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation or the presence of a medical condition or disability.