Application Support Supervisor

Trimble • Knoxville, TN

9d • Onsite

About The Position

As an Application Support Manager, you will directly supervise and empower a dynamic team of individual contributors, ensuring high-quality support for our customers and partners. You will foster an environment of clarity and high job satisfaction by aligning team members with job expectations and company goals. This role actively collaborates with Engineering, Sales, Product, and Professional Services to drive continuous product and process improvements based on customer support experiences.

Requirements

• A Bachelor's degree in Accounting, Business or related field with a minimum of five years relevant software support experience, including at least one year at the management level .
• Excellent management and leadership skills , with proven experience in hiring, developing, and directing enterprise-level application support teams.
• Extensive knowledge of customer support operations and strong technical proficiency with various business software tools, including MS Office applications, along with full knowledge of your functional area.
• Strong oral and written communication skills to gain cooperation and effectively present technical information.
• Systematic problem-solving and decision-making abilities , exercising sound judgment within established procedures, along with handling confidential information with discretion and demonstrating high integrity.

Responsibilities

• Managing personnel activities such as hiring, training, rewarding, motivating, and disciplining staff, providing direction according to established policies and management guidance.
• Setting priorities for the team to ensure task completion and coordinating work activities with other supervisors.
• Establishing, tracking, and reporting on customer service level agreements (SLAs) to ensure best-in-class support.
• Supervising daily activities and sharing responsibility for staff training and development.
• Assisting staff with difficult applications, systems, and technical calls , acting as an advisor to your unit.
• Managing the support call queue , scheduling, call monitoring, and handling escalated customer calls.
• Reviewing closed calls and collaborating with staff for corrections and information.
• Applying operational business practices and coordinating with closely related areas to improve efficiency.
• Identify opportunities to leverage AI agents to improve operational efficiency, automate repetitive tasks, and enhance the customer or employee experience.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees