Key skills
CloudLeadershipStrategic PlanningBudgetingCommunication
About this role
Role Overview
- Define the global vision, strategy, and execution of all technical support operations
- Develop and execute a comprehensive global support strategy aligning with company growth targets
- Monitor and enforce global SLAs and OLAs across all support tiers
- Drive operational improvement initiatives focusing on automation and optimization
- Oversee the support technology ecosystem and optimize workflows
- Establish rigorous processes for bug reporting and incident management
- Partner with other departments for effective customer communication
- Own budgeting and resource allocation for global support services
- Lead and mentor a global team of support managers and specialists
- Act as the executive point of contact for major customer escalations
Requirements
- Vice President level of experience required
- Proven experience in customer support or related fields
- Strong skills in strategic planning and execution
- Experience managing SLAs and operational agreements
- Knowledge in support technology and systems such as Service Cloud
- Leadership experience in managing large, distributed teams
- Familiarity with budgeting and P&L management
- Experience in continuous process improvement methodologies
Tech Stack
- Cloud
Benefits
- 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.