Customer Support Manager
Core
Lead and unify a front-line support team across Canada and New Zealand to drive operational excellence and customer satisfaction for Trimble Forestry's global customers.
Role type
Senior IC Customer Support Manager
Builds
Unified support operations and improved customer experiences for forestry management solutions
Domain
Forestry technology / Industrial software
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership, incident management, ITIL practices, SLA monitoring, ticket triage, process improvement, coaching
Preferred skills
Multi-region remote management, ITIL certification, AI toolsets for knowledge management
Technologies
Salesforce, Jira
Responsibilities
Lead and unify a front-line support team across Canada and New Zealand; Implement ITIL-aligned support practices to optimize incident management and queue hygiene; Coach and develop support team members to raise operational output; Drive continuous improvement by analyzing incident trends and leveraging AI tools; Manage daily resourcing, SLA monitoring, and performance tracking.
Seniority
Senior, hands-on IC
