Product Specialist Manager
About The Position
The Construction Support Team Lead manages a team of On and Off Machine Product Specialists supporting Trimble Civil Construction Field Solutions, including Earthworks, Roadworks, Groundworks, SiteWorks, TBC, WorksManager, WorksOS, and other construction products. The role provides prompt product information and technical support to business partners, resellers, and internal Trimble teams, with the goal of maintaining or increasing customer and reseller satisfaction. The Team Lead ensures staff meet key performance indicators and customer satisfaction standards, manages appropriate staffing levels, and mentors employee development. The lead also performs core team duties as needed and works with the Regional Support Manager, Product Readiness Manager, and Training Manager to support continuous product-knowledge improvement and completion of testing and training deliverables. Based onsite in Dayton, Ohio, the position may require up to 15% domestic and international travel. The role leads a team of 4–10 members and serves as an escalation point, a customer advocate to product development and engineering, and a contributor to support process improvement and product testing.
Requirements
- Advanced troubleshooting and analytical skills to diagnose and resolve complex technical issues.
- Comprehensive knowledge of construction software applications, site positioning solutions, and machine control systems.
- Ability to create and maintain technical documentation, including troubleshooting guides, FAQs, and support bulletins.
- Leadership and mentorship skills, including the ability to integrate teams with different skill sets.
- Strong written and verbal communication skills for explaining complex technical concepts to audiences with varied technical backgrounds.
- Strong decision-making, collaborative problem-solving, planning, and execution skills.
- Ability to analyze data and develop solutions that improve product performance and customer satisfaction.
- Comfort working in ambiguous situations and taking ownership of tasks beyond assigned responsibilities.
- Ability to prioritize and handle a high volume of technical support tasks, including SME cases, testing, documentation, and phone support, while maintaining quality and meeting deadlines.
- Proactive approach to identifying process improvements and applying technology and best practices to improve technical support.
- Independent work ethic and ability to make sense of complex scenarios.
- Field or industry experience with site positioning or machine control systems, or higher education in a relevant field of study.
- Ability to travel domestically and internationally as required, up to 15%.
Nice To Haves
- Hands-on field experience operating machine control or site positioning equipment on active job sites.
- A degree or higher education in construction management, engineering, surveying, or a related technical field.
- Experience managing support workflows across connected cloud platforms and office software such as WorksManager or TBC.
Responsibilities
- Lead a team of 4–10 On and Off Machine Product Specialists.
- Ensure team members are trained on assigned products and maintain their product knowledge.
- Monitor team KPIs and customer satisfaction, and manage appropriate staffing levels.
- Mentor employee development and perform core team duties as needed.
- Contribute to support-process improvements across systems.
- Ensure fast, efficient customer service for business partners, resellers, and internal Trimble teams.
- Act as a key contact for escalated case-specific, personnel, process, or technical issues.
- Work with Technical Product Liaisons on escalated issues.
- Coordinate training and events such as Boot Camps with the Regional Manager and Technical Product Liaisons.
- Participate in product development and represent the voice of the customer.
- Communicate relevant information to product marketing, product management, engineering, and other internal Trimble teams.
- Approve expenses, product acquisitions, and support tools.
- Participate in system testing and engage with the test manager on workflows and requirements.
- Work with the Regional Support Manager, Product Readiness Manager, and Training Manager to support product knowledge, testing, and training deliverables.
- Travel domestically and internationally as required.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability benefits
- Time off plans
- Retirement plans
- Tax savings plans for health, dependent care, and commuter expenses (offered by most businesses)
- Paid parental leave
- Employee Stock Purchase Plan
- Bonus eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
