Application Support Manager

Job Location: Lake Oswego, OR, Knoxville, TN

Our Department: Customer Support

Are you a passionate leader dedicated to empowering a support team and delivering world-class customer service? Join us to lead our application support operations, championing efficiency, and driving product improvement through a customer-first lens.

Trimble is seeking a dedicated and emerging leader to step into our Application Support Manager role. If you are passionate about mentoring a team, driving operational efficiency, and pioneering the use of modern AI tools in support, this is your opportunity to lead from the front.

The Application Support Manager leads all facets of their support team, ensuring a world-class customer experience while driving continuous efficiency and innovation.

• Strategic Team Leadership & Development:

  • Manage, mentor, hire, and develop the support team, conducting performance planning, appraisals, and career pathing to ensure high job satisfaction and alignment with department goals.

  • Supervise daily support activities, establish scheduling, and promote staff training to maintain high-quality service standards.

  • Administer and enforce departmental policies and procedures with professionalism and integrity.

• AI-Driven Operational Excellence:

  • Lead the strategic identification and implementation of AI agents and Large Language Models (LLMs) to significantly improve operational efficiency, automate repetitive tasks (e.g., ticket triage, initial response), and enhance the overall customer and employee experience.

  • Oversee the support call queue, handle escalated customer issues, and review closed tickets to ensure accuracy and continuous knowledge base refinement.

  • Establish, track, and report on Customer Service Level Agreements (SLAs) to ensure the delivery of best-in-class support, using data skillfully to monitor quality and efficiency.

• Cross-Functional Advocacy & Improvement:

  • Act as the primary partner with Engineering, Product, Sales, and Professional Services, leveraging customer support data and insights to champion product and process improvements.

  • Serve as the key resource for staff in resolving difficult and complex applications, systems, and technical calls.

  • Proactively anticipate risk and use a systematic approach to problem-solving and decision-making to mitigate issues before they impact the business.

• Education and Leadership Experience: Bachelor's degree in a relevant field (e.g., Accounting, Business) and a minimum of five (5) years of relevant experience in software support, with at least one (1) year at the management level. Proven success in hiring, managing, and developing a high-performing, customer-focused support team.

• Demonstrated expertise in the strategic application of Generative AI/Large Language Models (LLMs), such as Gemini, Notebook LLM, and ChatGPT, for optimizing support efficiency, knowledge management, and ticket automation.

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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