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.