Customer Support Manager

Trimble; United States; Remote; USD 48,000 - 79,000; Full time

Job summary

Trimble Forestry is seeking a Support Manager to unite a cross-continental team and elevate customer experiences across North America and APAC. You will shape operational excellence, mentor professionals, and drive continuous service improvements in ITIL-aligned support across Canada and New Zealand.

You will lead incident management, queue hygiene, and escalation readiness, while coaching staff to improve outcomes. Remote Canada-based role with 5% travel may apply.

Qualifications

• 3+ years of hands-on experience in software, customer, or technical support environments.
• Proven background in team leadership or progressive lead experience with coaching and process improvement.
• Strong operational understanding of incident management, service requests, ticket triage, and SLA monitoring.
• Familiarity with Salesforce/Jira and ITIL framework best practices.
• Excellent written and verbal communication across global teams.

Responsibilities

• Lead and unify a front-line support team across Canada and New Zealand for global coverage.
• Implement ITIL-aligned practices to optimize incident management and escalation readiness.
• Coach and develop team members to raise operational output and accountability.
• Drive continuous improvement by analyzing incident trends and leveraging AI tools.
• Manage daily resourcing, SLA monitoring, and performance tracking across time zones.

Skills

Team leadership

Incident management

SLA monitoring

ITIL knowledge

Technical support

Tools

Salesforce

Jira

Job description

Lead the Future of Support Operations: Transform Customer Success as Support Manager!

Are you ready to unify and empower a dynamic, cross-continental team while elevating customer experiences across North America and APAC? As our Support Manager, you will shape operational excellence, champion ITIL practices, and foster an accountable, proactive support culture across Canada and New Zealand. Join Trimble Forestry to lead front-line operations, mentor talented professionals, and drive continuous service improvements that directly impact our global customers every single day.

About Us:

Trimble is an industrial technology company transforming the way the world works by delivering solutions that enable our customers to thrive. We create technologies that connect the digital and physical worlds, helping our customers increase productivity, quality, safety, and sustainability. From purpose-built products to enterprise-level solutions, our technology empowers professionals in construction, geospatial, government, transportation, and more.

Trimble Forestry provides smart forestry management solutions to transform the forest supply chain. By integrating technology across planning, planting, growing, harvesting, and transportation, Trimble Forestry helps forest managers, landowners, and wood processors improve visibility, optimize resource efficiency, and build sustainable environmental operations globally. For more information, visit: forestry.trimble.com.

What Makes This Role Great:

In this role, you will be at the forefront of shaping a high-performing support function across two key global regions, directly influencing team efficiency, customer satisfaction, and operational strategy. You will have the unique opportunity to integrate modern support practices and AI toolsets while working in close partnership with Tier 2 management, Engineering, and Product teams to drive lasting continuous improvement.

Key Exciting Responsibilities

• Lead and unify a front-line support team across Canada and New Zealand, creating a seamless single-team operating rhythm for global coverage.

• Implement ITIL-aligned support practices to optimize incident management, queue hygiene, triage quality, and escalation readiness.

• Coach, develop, and empower support team members to raise operational output, accountability, and customer communication standards.

• Drive continuous improvement by establishing practical routines, analyzing incident trends, and leveraging approved AI tools to enhance resolution quality.

• Manage daily resourcing, SLA monitoring, and performance tracking to ensure consistent, exceptional service delivery across time zones.

Essential Skills & Experience

• 3+ years of hands-on experience in software, customer, or technical support environments.

• Proven background in team leadership or progressive lead experience with a talent for coaching, operational accountability, and process improvement.

• Strong operational understanding of incident management, service request handling, ticket triage, and SLA monitoring.

• Solid familiarity with ticketing platforms such as Salesforce or Jira and alignment with ITIL framework best practices.

• Exceptional written and verbal communication skills with a track record of collaborating effectively across diverse global teams.

Bonus Points For

• Previous direct people management experience in a multi-region or remote software support environment.

• Formal ITIL certification and hands-on experience using modern AI tools for knowledge management and ticket resolution optimization.

Logistics:

Location: British Columbia, Canada (Remote)

Travel Requirement: 5%

Why You’ll Love Working With Us

At Trimble, we’re not just a company that "does good"—we are a team dedicated to making a tangible, positive Real-World Impact. We build innovative solutions designed to solve the world’s most critical challenges. From construction sites to transportation hubs, our work tangibly improves how people live, build, move, and grow.

• You’ll work on projects that truly matter: Our purpose-driven culture means you’ll be helping to build and deliver solutions that make work faster, safer, and more sustainable for millions of people worldwide. Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste.

• Collaborate with like-minded people : Our strong internal culture is a "hidden gem." You will work with a collaborative, supportive team that shares your purpose and fosters a genuine sense of belonging. We’re a company of "visionary pragmatists" who think boldly and build things that work.

• Be an owner : Trimble thrives on individuals who take initiative and embrace ownership. You’ll find an entrepreneurial spirit where success is often "self-authored," empowering proactive "doers."

Support Manager, Technical Support Manager, Customer Support Lead, ITIL Incident Management, Software Support, Operations Manager, Forestry Technology, Salesforce, Jira, Customer Success, Global Support Team, Remote Jobs Canada

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

67,800.00 - 111,900.00 CAD Annual

Pay Rate Type

Salary

Bonus Eligible?

Yes

Commission Eligible?

No

Join a Values-Driven Team: Belong, Grow, Innovate.

At Trimble, our core values of Belong, Grow, and Innovate aren’t just words—they’re the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.

If you need assistance or would like to request an accommodation in connection with the application process, please contact [e-mail].