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    Manager, Tech Service - London, United Kingdom - Trimble

    Trimble
    Trimble London, United Kingdom

    1 week ago

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    Description
    Manager, EMEA Technical Support page is loaded Manager, EMEA Technical Support
    Apply locations UK - London (ALK) time type Full time posted on Posted 30+ Days Ago job requisition id R43582

    Your Title:
    Manager, EMEA Technical Support

    Job Location:
    EMEA, London, Remote


    Our Department:
    SketchUp/A&D

    The Technical Support team at SketchUp is a global team of experts dedicated to enhancing the SketchUp customer experience.

    With a large and growing team, we have the opportunity to expand our leadership team in the EMEA region and we're looking to add a Manager of Technical Support to oversee the daily activity of our support team based in EMEA and prepare for scalable growth.

    As the Manager of Technical Support, you'll be responsible for the performance of EMEA team, developing policies and procedures, performance management, annual performance evaluations, meeting operational objectives, driving a great customer experience, improving quality of service, and demonstrating values following the Support driving principles.

    The Manager of Technical Support relies on experience and judgment to plan and accomplish goals, perform various tasks, and leads/directs the work of others.

    You will lead a team of approximately up to 10 employees and provide leadership through performance management including coaching, technical advice, and professional development to ensure success and enable growth of both the team and the business
    Partner with customers and cross-functional teams as a liaison to ensure quality service delivery and customer satisfaction
    Represent Support in cross-departmental project work and engage in decision-making to deliver the best outcomes for all
    Work in partnership with leads on queue performance reports by collecting, analyzing, and summarizing data and trends and pushing through change management tactics
    Identify improvement opportunities and make recommendations for change based on thoughtful research and data analysis
    Forecast workforce management needs for appropriate staffing needs
    Responsible for the onboarding and upskilling of technical support agents by developing training and continuous learning
    Bachelor's Degree or equivalent work experience in a technology-related field
    5+ years of leadership and supervisory experience (Team Lead, Supervisor or higher) including performance management of direct reports
    Experience using data and analytics to solve problems
    Demonstrated customer support and relationship-building experience
    Effective at time management and prioritization
    Knowledge of 3D modeling, 3D graphics processing or energy performance
    Proficient in CRM tools (Salesforce, Jira, Confluence, Google Suite)
    Previous experience as a technical support team member
    Background in Engineering, Architecture, Design, or User Experience is also a plus
    Remote location in EMEA region. London office HQ.
    SketchUp is one of the most popular 3D modeling and design tools in the world.

    Today, hundreds of thousands of architects, engineers, contractors, woodworkers, artists, and other creatives use SketchUp Pro, LayOut, Sefaira, and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between.

    Our mission is to help make our users better, smarter, and more successful.
    That is why our diversity is our strength. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve.

    We actively seek to add members to our community who represent our customers and the places we live and work.

    Trimble's Privacy Policy

    Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds.

    Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability.

    From purpose built products to enterprise lifecycle solutions, Trimble software, hardware and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation and logistics.

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