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Support Operations Manager

Company: Trimble Inc.
Location: Westminster
Posted on: November 22, 2020

Job Description:

TRIMBLE IS RECRUITING FOR A SUPPORT OPERATIONS MANAGER TO FILL AN OPPORTUNITY IN WESTMINSTER, CO.

SUMMARY
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.

AS OUR SUPPORT OPERATIONS MANAGER YOU WILL BE THE KEY RESOURCE IN HELPING TO DRIVE OUR SUPPORT ORGANIZATION INTO A WORLD-CLASS OPERATION. YOU WILL BE RESPONSIBLE FOR 3 AREAS OF FOCUS: SYSTEMS (TICKET TRACKING, TELECOM, CHAT, KNOWLEDGE, INTEGRATIONS, NEW TECHNOLOGY), BEST PRACTICES (SOFTSKILLS, CSAT, NPS, EVALUATIONS, ESCALATIONS, PROCESSES), AS WELL AS INTEGRATING NEW PRODUCTS INTO OUR PROCESS. THESE KEY FOCUS AREAS ARE CRITICAL IN DRIVING TO ENHANCE OUR CUSTOMER S OVERALL EXPERIENCE WHILE WORKING WITH OUR SUPPORT ORGANIZATION. EXCELLENT COMMUNICATION AND PROJECT MANAGEMENT SKILLS ARE AN OBVIOUS MUST, BUT YOU ALSO NEED TO HAVE MASTERED THE ELUSIVE ART OF TRANSLATING WHAT A CUSTOMER SAYS INTO WHAT THEY MEAN. THE SUPPORT OPERATIONS MANAGER STRIVES TO FIND AND REDUCE FRICTION POINTS FOR END-USERS, RESELLERS/DISTRIBUTORS, AND INTERNAL TRIMBLE TEAMS RELATING TO EXISTING AND UPCOMING SYSTEMS AND PROCESSES. SUCCESS IN THIS POSITION INVOLVES A STRONG DRIVE TO FIND AND RESOLVE PAIN POINTS FOR BOTH INTERNAL TEAMS AND EXTERNAL CUSTOMERS. TO BUILD SUCH A RAPPORT WITH THE TEAM THAT THEY EXPECT YOU TO WORK HARD, COVER YOUR BASES, AND THAT YOU CAN TRUST THEM TO DO THE SAME. TO LEARN OUR CURRENT PROCESSES AND CONSTANTLY STRIVE TO WORK MORE EFFICIENTLY.

MEASURES OF SUCCESS INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING

*

DRIVE STANDARDIZATION AND ADOPTION OF BEST PRACTICES USE ACROSS THE SYSTEMS AND PROCESSES WE HAVE IN USE TODAY.

*

REPRESENT SUPPORT ACROSS ALL CURRENT AND FUTURE SYSTEM PROJECTS AND TEAMS LIKE HELP CENTER, MARKETING, STORE UPDATES, 8X8, DEVELOPMENT, ETC.

*

HELP BUILD A PROACTIVE TEAM APPROACH TOWARDS OVERALL SYSTEMS MANAGEMENT, ONGOING USE, AS WELL AS FUTURE ENHANCEMENTS.

*

HELP DRIVE FUTURE TECHNOLOGY DECISIONS INTO THE ORGANIZATION I.E. CHAT, AI, TELCOM AUTOMATION, OTHER.

*

COMMUNICATE REGULAR PROJECT UPDATES, RELEVANT INSIGHTS, AND FINDINGS WITH THE SUPPORT TEAM AND FRICTION REDUCTION TEAM.

*

ASSISTING WITH ONBOARDING NEW SUPPORT MEMBERS INTO OUR EXISTING BEST PRACTICE OPERATIONS.

*

CREATE DOCUMENTATION REGARDING OUR PROCESSES AND DECISIONS AND PROVIDE HANDS-ON TRAINING TO STAFF AT ALL LEVELS AS REQUIRED.

*

DEVELOP RECOMMENDATIONS, PROJECT PROPOSALS, AND (AT TIMES) IMPLEMENT CHANGES THAT IMPROVE THE WAY WE WORK AND DECREASE EFFORT FOR CUSTOMERS.

*

DEMONSTRATE THE ABILITY TO GATHER INFORMATION FROM MULTIPLE SOURCES AND USE THAT TO MAKE DECISIONS OR SUGGESTIONS.

*

PROVIDE NEW PRODUCT INPUT, TESTING, AND RELEASE INVOLVEMENT BASED ON YOUR UNDERSTANDING OF CUSTOMERS.

*

DEMONSTRATE POWERFUL USE OF AUTONOMY, YET REMAIN HUMBLE ENOUGH TO ASK FOR HELP.

*

FREQUENTLY IMPRESS CUSTOMERS AND CO-WORKERS WITH EXCEPTIONAL COMMUNICATION SKILLS OWN WHAT YOU SAY, AND BE QUICK TO ADMIT MISUNDERSTANDINGS AND MISTAKES.

*

OTHER DUTIES AS ASSIGNED.

SKILLS & EXPERIENCE REQUIRED

*

BACHELOR S DEGREE IN COMPUTER SCIENCE OR RELATED FIELD, OR 5 YEARS OF EXPERIENCE IN SUPPORT OPERATIONS.

*

EXPERIENCE WITH SALESFORCE: (LIGHTNING, REPORTING, WORKFLOWS, CONFIGURATION).

*

EXCELLENT WRITTEN AND VERBAL COMMUNICATION SKILLS FOR BOTH TECHNICAL AND NON-TECHNICAL AUDIENCES.

*

ABILITY TO EFFECTIVELY COLLABORATE ACROSS MULTIPLE ORGANIZATIONS AND FUNCTIONS.

*

ABILITY TO MANAGE MULTIPLE CONCURRENT PROJECTS.

*

DEMONSTRATED APTITUDE FOR LEARNING NEW TECHNOLOGIES.

PREFERRED SKILLS & EXPERIENCE

*

KNOWLEDGE OF 3D MODELING, 3D GRAPHICS PROCESSING, OR ENERGY PERFORMANCE A PLUS.

*

BACKGROUND IN ENGINEERING, ARCHITECTURE, DESIGN, OR USER EXPERIENCE ALSO A PLUS.

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

Keywords: Trimble Inc., Denver , Support Operations Manager, Executive , Westminster, Colorado

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