Sr. Manager, Americas Technical Support

Trimble Inc.•Atlanta, GA

2d•Hybrid

About The Position

Lead the Future of Technical Excellence as our Senior Manager, Americas Technical Support! Are you a courageous, data-driven leader with a rare blend of deep technical fluency and compassionate management? Trimble is seeking a high-performing Senior Manager to lead our Americas Technical Support organization, overseeing a manager-of-managers structure that bridges core application support and specialized technical teams. In this pivotal role, you will advocate for our customers and teams while navigating high-stakes escalations and executive-level strategy. If you are a results-oriented leader who views AI as a strategic tool and thrives in building high-performance cultures, we want to hear from you. About Us: Trimble is a global technology company that connects the physical and digital worlds, transforming the ways work gets done. With relentless innovation in precise positioning, modeling and data analytics, Trimble enables essential industries including construction, geospatial and transportation. Whether it's helping customers build and maintain infrastructure, design and construct buildings, optimize global supply chains or map the world, Trimble is at the forefront, driving productivity and progress. AECO: The Trimble AECO segment provides digital construction solutions that increase precision and productivity for Architecture, Engineering, Construction, and Operations. What Makes This Role Great: This position offers the unique opportunity to act as a "manager of managers," where you will directly shape the leadership DNA of our support organization. You will have the autonomy to drive technical innovation—including the strategic implementation of AI tools—while serving as a high-level technical bridge between core application teams and executive leadership. This is a role for a visionary pragmatist who wants to manage complex, multi-domain support functions and have a direct hand in the growth and accountability of a large-scale technical team.

Requirements

10+ years of experience managing people in a customer support environment, specifically as a manager of managers.
Proven track record managing both core application and specialized technical support domains.
Expert ability to curate and present complex data and metrics to drive business decisions and justify budget or headcount requests.
Demonstrated experience in performance management, including the ability to address underperformance decisively and handle complex HR processes.
Practical experience leveraging AI tools to enhance team effectiveness and scale support operations.

Nice To Haves

Deep background in the construction industry, including estimating, fabrication, structural engineering, or construction accounting.
Technical familiarity with Trimble solutions such as ProjectSight, TrimbleConnect, Tekla, SketchUp, or MEP.
Experience navigating high-stakes customer calls and presenting to C-suite executives in a global SaaS environment.

Responsibilities

Direct, hire, and mentor a team of managers, fostering a high-performance culture of accountability and professional growth.
Drive operational excellence by using OKRs, KPIs, and data-driven metrics to optimize team productivity and justify strategic headcount.
Serve as the technical bridge between product teams and support, translating complex challenges into clear insights for executive leadership.
Lead the charge in innovation by identifying and implementing AI tools to enhance onboarding, continuous training, and support efficiency.
Act as a high-level customer advocate during severe escalations, using industry expertise to facilitate intelligent, solution-oriented resolutions.