Customer Support Manager
About The Position
Lead the Future of Support Operations: Transform Customer Success as Support Manager! Are you ready to unify and empower a dynamic, cross-continental team while elevating customer experiences across North America and APAC? As our Support Manager, you will shape operational excellence, champion ITIL practices, and foster an accountable, proactive support culture across Canada and New Zealand. Join Trimble Forestry to lead front-line operations, mentor talented professionals, and drive continuous service improvements that directly impact our global customers every single day. Trimble is an industrial technology company transforming the way the world works by delivering solutions that enable our customers to thrive. We create technologies that connect the digital and physical worlds, helping our customers increase productivity, quality, safety, and sustainability. From purpose-built products to enterprise-level solutions, our technology empowers professionals in construction, geospatial, government, transportation, and more. Trimble Forestry provides smart forestry management solutions to transform the forest supply chain. By integrating technology across planning, planting, growing, harvesting, and transportation, Trimble Forestry helps forest managers, landowners, and wood processors improve visibility, optimize resource efficiency, and build sustainable environmental operations globally. For more information, visit: forestry.trimble.com. In this role, you will be at the forefront of shaping a high-performing support function across two key global regions, directly influencing team efficiency, customer satisfaction, and operational strategy. You will have the unique opportunity to integrate modern support practices and AI toolsets while working in close partnership with Tier 2 management, Engineering, and Product teams to drive lasting continuous improvement.
Requirements
- 3+ years of hands-on experience in software, customer, or technical support environments.
- Proven background in team leadership or progressive lead experience with a talent for coaching, operational accountability, and process improvement.
- Strong operational understanding of incident management, service request handling, ticket triage, and SLA monitoring.
- Solid familiarity with ticketing platforms such as Salesforce or Jira and alignment with ITIL framework best practices.
- Exceptional written and verbal communication skills with a track record of collaborating effectively across diverse global teams.
Nice To Haves
- Previous direct people management experience in a multi-region or remote software support environment.
- Formal ITIL certification and hands-on experience using modern AI tools for knowledge management and ticket resolution optimization.
Responsibilities
- Lead and unify a front-line support team across Canada and New Zealand, creating a seamless single-team operating rhythm for global coverage.
- Implement ITIL-aligned support practices to optimize incident management, queue hygiene, triage quality, and escalation readiness.
- Coach, develop, and empower support team members to raise operational output, accountability, and customer communication standards.
- Drive continuous improvement by establishing practical routines, analyzing incident trends, and leveraging approved AI tools to enhance resolution quality.
- Manage daily resourcing, SLA monitoring, and performance tracking to ensure consistent, exceptional service delivery across time zones.
Benefits
- At Trimble, we're not just a company that "does good"—we are a team dedicated to making a tangible, positive Real-World Impact.
- You'll work on projects that truly matter: Our purpose-driven culture means you'll be helping to build and deliver solutions that make work faster, safer, and more sustainable for millions of people worldwide.
- Collaborate with like-minded people: Our strong internal culture is a "hidden gem."
- Be an owner: Trimble thrives on individuals who take initiative and embrace ownership.
- Join a Values-Driven Team: Belong, Grow, Innovate.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
