Application Support Manager

Your Title: Application Support Manager

Job Location: Lake Oswego, OR

Our Department: Customer Support 

Are you a passionate leader dedicated to empowering a support team and delivering world-class customer service?

What You Will Do

As an Application Support Manager, you will directly supervise and empower a dynamic team of individual contributors, ensuring high-quality support for our customers and partners. You will foster an environment of clarity and high job satisfaction by aligning team members with job expectations and company goals. This role actively collaborates with Engineering, Sales, Product, and Professional Services to drive continuous product and process improvements based on customer support experiences.

Your primary responsibilities will include:

• Managing personnel activities such as hiring, training, rewarding, motivating, and disciplining staff, providing direction according to established policies and management guidance.

• Setting priorities for the team to ensure task completion and coordinating work activities with other supervisors.

• Establishing, tracking, and reporting on customer service level agreements (SLAs) to ensure best-in-class support.

• Supervising daily activities and sharing responsibility for staff training and development.

• Assisting staff with difficult applications, systems, and technical calls, acting as an advisor to your unit.

• Managing the support call queue, scheduling, call monitoring, and handling escalated customer calls.

• Reviewing closed calls and collaborating with staff for corrections and information.

• Applying operational business practices and coordinating with closely related areas to improve efficiency.

What Skills & Experience You Should Bring

To excel, you should bring an exceptional blend of leadership, customer-service orientation, and robust technical skills. Specifically, you should possess:

• A Bachelor's degree in Accounting, Business or related field with a minimum of five years relevant software support experience, including at least one year at the management level.

• Excellent management and leadership skills, with proven experience in hiring, developing, and directing enterprise-level application support teams.

• Extensive knowledge of customer support operations and strong technical proficiency with various business software tools, including MS Office applications, along with full knowledge of your functional area.

• Strong oral and written communication skills to gain cooperation and effectively present technical information.

• Systematic problem-solving and decision-making abilities, exercising sound judgment within established procedures, along with handling confidential information with discretion and demonstrating high integrity.

About Our Location

This position is based in Lake Oswego, OR. Under a flexible work arrangement (hybrid), this resource primarily supports the Customer Support department and works collaboratively across the teams. In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time worked in the office based on the position and the business need. Typically, hybrid positions are 1-3 days per week or 20%-60% of the month in the office.

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

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Hiring Range:

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Bonus Eligible?

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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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