At a Glance
- Tasks: Lead a dynamic support team and enhance customer experiences across North America and APAC.
- Company: Join Trimble, a tech innovator transforming industries with cutting-edge solutions.
- Benefits: Competitive salary, bonus eligibility, remote work, and a supportive culture.
- Other info: Work in a collaborative environment with opportunities for growth and innovation.
- Why this job: Shape the future of customer support while making a real-world impact.
- Qualifications: 3+ years in support roles, strong leadership skills, and ITIL knowledge.
The predicted salary is between 80000 - 111900 $ per year.
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.
About Us: 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. Trimble Forestry provides smart forestry management solutions to transform the forest supply chain.
What Makes This Role Great: 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.
- 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.
Essential Skills & Experience:
- 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.
Bonus Points For:
- 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.
Location: British Columbia, Canada (Remote) Travel Requirement: 5%
Why You’ll Love Working With Us: At Trimble, we’re not just a company that "does good"—we are a team dedicated to making a tangible, positive Real-World Impact. 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.
Join a Values-Driven Team: Belong, Grow, Innovate. At Trimble, our core values of Belong, Grow, and Innovate aren’t just words—they’re the foundation of our culture. We foster an environment where you are seen, heard, and valued.
Customer Support Manager employer: Trimble
Trimble is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to take ownership of their roles while making a tangible impact on global challenges. With a strong commitment to diversity and inclusion, Trimble offers meaningful career growth opportunities and encourages continuous improvement through mentorship and support. Located in beautiful British Columbia, Canada, this remote position allows you to work with like-minded professionals dedicated to transforming the forestry industry and enhancing customer experiences across North America and APAC.
