Job Overview Trimble, a global leader in advancing productivity across industries like construction, agriculture, and transportation through advanced technology, is seeking a Technical Customer Support Manager to join our team in Georgia. In this pivotal full-time role, you will oversee the technical customer support team, ensuring seamless assistance for our suite of innovative software and hardware products that empower professionals worldwide. This position offers the chance to make a tangible impact on customer success while growing within a forward-thinking organization committed to innovation and excellence. Key Responsibilities Lead and mentor a high-performing team of technical support specialists, fostering a culture of accountability, continuous improvement, and customer-centricity. Develop and implement support strategies, including tiered escalation processes, knowledge base enhancements, and performance metrics to boost resolution times and satisfaction scores. Collaborate cross-functionally with product development, sales, and engineering teams to address customer feedback, identify product gaps, and drive proactive solutions. Analyze support data using tools like Zendesk or similar platforms to uncover trends, optimize workflows, and report insights to senior leadership. Manage vendor relationships for outsourced support when necessary and ensure compliance with SLAs and quality standards. Handle escalated technical issues involving Trimble's geospatial software, GPS systems, and cloud-based platforms, providing expert guidance and training to the team. Required Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; advanced degree or relevant certifications (e.g., ITIL, CompTIA) preferred. Minimum of 5-7 years in technical customer support, with at least 3 years in a supervisory or managerial capacity. Proven track record managing support teams in a fast-paced tech environment, ideally with experience in SaaS, hardware, or construction tech sectors. Strong understanding of technical troubleshooting for software applications, APIs, networking, and cloud services. Skills Exceptional leadership and communication skills, with the ability to motivate teams and articulate complex technical concepts to non-technical stakeholders. Proficiency in customer support tools (e.g., Salesforce, Jira, Zendesk), CRM systems, and analytics platforms like Google Analytics or Tableau. Advanced problem-solving abilities, with a data-driven approach to process optimization and customer experience enhancement. Knowledge of Agile methodologies, SQL querying, and scripting (Python or PowerShell) is highly desirable. Excellent organizational skills to handle multiple priorities in a dynamic setting. Company Info Trimble is a pioneer in positioning technologies, serving over 1 million customers globally with solutions that connect the physical and digital worlds. Headquartered in Westminster, Colorado, with a strong presence in Georgia, we thrive on innovation, sustainability, and employee empowerment. Benefits Competitive salary, comprehensive health, dental, and vision insurance, 401(k) matching, paid time off, and parental leave. Additional perks include professional development budgets, wellness programs, flexible work arrangements, and employee stock purchase plans. Growth Opportunities Advance your career through leadership development programs, cross-functional projects, and global exposure. Trimble invests in your success with tuition reimbursement, certifications, and mentorship, paving the way for roles in operations, product management, or executive leadership.