Support Quality Review Specialist

Trimble Inc.•Dayton, OH

5d•Onsite

About The Position

Elevate Civil Construction Standards as a Support Quality Review Specialist! Ready to empower the global support team as a Support Quality Review Specialist? Join Trimble as an internal quality authority and bridge the gap between team performance and product evolution. By taking a proactive approach to data analysis, you will turn support trends and dealer feedback into real-world workarounds and documentation that directly benefit our Product Specialists, dealers, and end-users. Whether it’s field hardware or office software, you’ll play a key role in closing the loop between field challenges and engineering solutions—ensuring our entire civil construction portfolio remains world-class. 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. Field Systems: The Trimble Field Systems segment provides solutions to increase precision and productivity in construction tasks by empowering stakeholders to collect accurate information and manage conditions with cutting-edge technology. What Makes This Role Great: As a Support Quality Review Specialist, you will be the key to upholding the high standards of the global team. You will need to analyze support data, Dealer feedback, and other avenues, to identify product issues, outages, and other trends and be able to provide this data back to leadership, engineering and product management for improvement. You will serve as our internal quality assurance expert, evaluating support interactions using AI and other tools to ensure consistency and efficiency in resolutions and a positive customer experience.

Requirements

Experience in quality assurance/quality improvement
Domain knowledge in the assigned skillset (ie. Machine Control, Site Positioning, Software)
Effective communication, leadership, and interpersonal skills to influence and support teams across different sites.
Ability to interpret data and design practical solutions for quality issues.
Proven experience in a technical support role, with a focus on driving case resolutions.
Ability to identify trends and patterns from support case data, utilizing AI and other technologies along with strong personal analytical skill
Excellent communication skills, both verbal and written, with the ability to present findings and insights effectively.
Experience working with cross-functional teams and collaborating effectively to achieve common goals.
Familiarity with CRM systems (SalesForce, JIRA, AHA!, Zoom Contact Center)
Bachelor's degree in a relevant field or equivalent work experience.

Nice To Haves

Advanced certifications or education in the Construction and Engineering
Experience with Trimble’s connected site applications - WorksManage, Trimble Connectr and WorksOS platforms.
Proven track record of mentoring junior technical staff in a high-pressure environment.

Responsibilities

Monitor open support tickets and ensure teams are reaching timely resolutions.
Prioritize escalations,aging cases, and regional handoffs collaborating with relevant leaders and teams to expedite resolutions.
Analyze support case trends and patterns to identify recurring issues and areas for improvement.
Prepare and present data on support trends to the appropriate audience and/or leadership
Utilize support data to help drive test plans, content development topics, and training curriculum.
Support Product Liaisons by providing relevant data for Product Meetings

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.

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