Trimble Inc. Looking for Cloud Support Manager at Portland, OR  Full Time

Trimble Viewpoint is a leader in providing accounting, operations, and project management solutions for professionals working in the building and construction industry. The company has been in the construction ERP business for over 40 years. Our innovative technology boosts users’ productivity by providing a cloud-based collaboration platform that spans the building lifecycle from the office to the job site. Core to the future of Trimble Viewpoint software solutions is the use of data to build knowledge and intelligence with analytics, machine learning, and other computational methods to convert insights into a competitive advantage for our customers.

Focused on connecting critical business functions like accounting and project management with field operations, Viewpoint’s highly collaborative and intuitive cloud-based solutions can be tailored to organizations of any size. Increase accountability, efficiency, and profitability with a suite of tools designed to build a better bottom line.

Job Title: CLOUD SUPPORT MANAGER

Job Purpose:

The Cloud Support Manager manages the technical support and staff, ensures high-quality customer support, and efficiently manages a diverse team of technical team members. This position requires exceptional attention to detail, problem-solving, communication, innovation, and leadership skills to be a world-class support organization.

Job Duties:

• Manages personnel activities of staff (i.e., hires, trains, rewards, motivates, disciplines, recommends termination as necessary).

• Provides the highest levels of job satisfaction by helping every team member understand job expectations, responsibilities, and company and department goals.

• Partnering with other parts of the organization, such as Engineering, Sales, Product, and Professional Services on the product, process improvements based on information gathered from customer support experiences.

• Establishing, tracking, and reporting on customer service level agreements to ensure delivery of best-in-class support to our customers and Partners.

• Responsible for performance planning and appraisals and career development activities.

• Supervises and coordinates the daily activities of the support staff.

• Shares responsibility for staff training and development.

• Help administer company policies, procedures, functions, and activities of the Trimble Support Department.

• Assists staff with difficult and complex applications, systems, and technical calls.

• Responsible for the support call queue, ensuring calls are handled efficiently and accurately.

• Shares responsibility for scheduling, call monitoring, and handles escalated customer calls.

• Reviews closed calls, works with staff to correct errors and/or add additional information.

Competencies:

• Problem Solving/Decision Making: Effectively develops and uses a systematic approach to analyze and solve problems. Acts proactively to expect risks and seek to mitigate them before they occur.

• Adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events.

• Handles confidential and sensitive information and records with high discretion, diligence, and moral judgment.

• Strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.

• Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

• Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and can read and interpret written information.

• Uses ethical principles to guide decisions and actions demonstrates honesty and integrity in managing people and resources; and treats others with respect, fairness, and concern for their welfare.

• Well-organized, self-directed team player. Remains open to others’ ideas, and exhibits a willingness to try new things.

• Demonstrates professionalism, discretion, and moral judgment in all interactions with co-workers, customers, vendors, and others.

• Consistently at work and on time, follow instructions, respond to management direction, and solicit feedback to improve performance.

Required Skills and Qualifications:

• Bachelor’s degree in business or software engineering and a minimum of six years of relevant experience in software support, with at least one year at the management level or any equivalent combination of education and experience.

• Excellent management skills with the ability to effectively direct the company’s support operations.

• High knowledge and previous experience in customer support.

• Strong technical skills with various business software tools, including MS Office applications.

• Strong oral and written communication skills.

• Experience in hiring and developing teams for enterprise-level technical support.

• Experience working with platform teams, CloudOps, and SQL Admin teams.

• Managed Remote teams.

It is Trimble’s policy that candidates are entitled to equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation or the presence of a medical condition or disability.