Support Quality Review Specialist

Location: Westminster, CO or Dayton, OH, onsite

Business Segment: Field Systems, Construction

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.

Key Exciting 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

Essential Skills & Experience

• 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.

Bonus Points For

• 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.

Logistics

Location: Westminster, CO or Dayton, OH (In Office)

Travel Requirement: 15%

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Compensation: 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.

Hiring Range

Pay Rate Type

Bonus Eligible?

Commission Eligible?

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. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply: Please submit an online application for this position by clicking on the 'Apply Now' button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values-Belong, Innovate, and Grow-we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under "Corporate Governance."

Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

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