Customer Support Manager

Trimble; Finland; Hybrid; EUR 50 000 - 70 000; Full time

Job summary

A leading software solutions company is seeking a Support Lead in Finland to manage support operations across Europe. You will implement ITIL standards, lead teams, and enhance customer support processes. This role requires excellent communication skills in English and Finnish, as well as management experience in support teams. A collaborative and innovative environment awaits, with the possibility of remote work.

Qualifications

• 3+ years in support teams with management experience.
• Proven ability to improve support processes.
• Ability to build relationships with stakeholders.

Responsibilities

• Manage support teams across Europe.
• Drive ITIL adoption and process improvements.
• Monitor performance against SLAs and KPIs.

Skills

Excellent verbal and written English

Fluent in Finnish

Leadership

Customer-Centric Service

Strong communication skills

ITIL knowledge

Experience with ticket management systems

Technical troubleshooting

Education

Bachelor’s degree in Business Administration or Computer Science

Tools

Salesforce

Jira

Job description

About the Role

Your Title: Support Lead, Europe
Job Location: Finland
Our Department: Customer Success

Role Overview: As a Support Lead for Europe, you will oversee support operations across European regions, managing two geographically distributed teams that support customers across multiple software product offerings. This role focuses on building and implementing ITIL framework standards to ensure consistent, high-quality support delivery and driving process improvement, resource management, and team development while maintaining strong customer service. This role manages support for software solutions for the Forestry industry across Europe.

What You Will Do

• Lead and Inspire: Manage support teams across Europe, uniting them to consistently meet service standards.
• Drive Transformation: Lead ITIL adoption, implement new tools, processes, and best practices, and integrate AI to enhance support.
• Manage Operations: Oversee incident management, service requests, and problem management; act as primary escalation point for complex issues.
• Foster Customer Relationships: Conduct regular calls with key customers to review tickets and provide performance reports; represent Customer Success in new sales deals to ensure clear SLA agreements.
• Optimize Performance: Develop and maintain SLAs and KPIs, monitor performance, and take corrective actions as needed.
• Promote Collaboration: Work with Product Management, Engineering, and Professional Services to address feedback and improve solutions.
• Ensure Efficiency: Manage resource planning, daily resourcing, absences, and develop knowledge management systems for sharing best practices.

Who You Are

• Trust Builder: You are reliable and lead by example, earning trust from end-users and colleagues.
• Customer-Centric: You are committed to exceptional customer service and instill this value in your teams.
• Communication Skills: You communicate effectively with technical and non-technical stakeholders at all levels.
• Leadership: You inspire and develop teams with clear direction and feedback.
• Implementation / Execution: You excel at strategic planning and managing multiple priorities to drive operational excellence.
• Driven: You understand support processes and seek opportunities for standardization and improvement.

Skills & Experience You Should Bring

• Excellent verbal and written English and Finnish; Swedish or other European languages are advantageous.
• 3+ years in support teams, with management or project management experience.
• Strong understanding of ITIL within a support organization.
• Proven ability to improve support processes, customer satisfaction, and team performance.
• Experience with ticket management systems (e.g., Salesforce, Jira) and knowledge management practices.
• Understanding of software support functions and technical troubleshooting.
• Experience developing and monitoring KPIs and SLAs for support operations.
• Ability to build and maintain relationships with internal and external stakeholders.
• Bachelor’s degree in Business Administration, Computer Science, or related field is desirable but not mandatory.

Job Location

Based out of one of our offices in Finland, with travel to other European locations as needed. Remote working will be considered.

About Our Company

If you are successful, you will enjoy working for an innovative and global company with a great team environment where people love working with leading technology solutions. Trimble is committed to a diverse and inclusive workplace and aims to build a sustainable future.

Please note: Only applicants who are legally entitled to work in the EU will be considered.

How to Apply

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

Posting Date

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

Join a Values-Driven Team

Belong, Grow, Innovate. Our core values guide our culture and everyday work: Belong, Grow, and Innovate. We foster an environment where you are seen, heard, and valued, with opportunities to build a career and drive growth. Your ideas contribute to our collective success.