Support Quality Review Specialist

Job Title: 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 its field hardware or office software youll play a key role in closing the loop between field challenges and engineering solutionsensuring 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 its 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 escalationsaging 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)

• Bachelors degree in a relevant field or equivalent work experience.

Bonus Points For

• Advanced certifications or education in the Construction and Engineering

• Experience with Trimbles 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%

Support Quality Review Specialist Technical Support Quality Analyst Support Operations Specialist Product Support Liaison Civil Construction Technical Lead Customer Support Quality Assurance CSQA Service Quality Specialist Machine Control Support Site Positioning Systems BIM Software Support VDC Software Support Trimble WorksOS Trimble Connect Geospatial Technical Support Heavy Civil Construction Technology CRM Case Trend Analysis Salesforce Service Cloud analytics JIRA bug tracking AI-driven support quality monitoring Root cause analysis technical support Support-to-Engineering feedback loop Trimble careers Westminster CO Trimble Dayton OH jobs Construction technology companies Colorado Trimble Field Systems

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 applicants 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 valuesBelong Innovate and Growwe 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 Trimbles Code of Business Conduct and Ethics at 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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