• Leading, coaching, and developing a team of technical support analysts focused on our cybersecurity product • Managing the end-to-end support workflow using Salesforce as the central Service Desk tool • Creating and monitoring dashboards, KPI reports, and performance metrics such as SLA, CSAT, FCR, and average resolution time • Acting as the main escalation point (Tier 3/Escalation) for critical security incidents and complex customer issues • Identifying process bottlenecks and proposing automation or workflow improvements within Salesforce • Conducting 1:1 meetings, performance reviews, and continuous feedback sessions • Collaborating with Engineering, Product, and Customer Success to report recurring bugs and improvement opportunities • Ensuring the continuous update of internal and external Knowledge Base documentation.

• Answers incoming calls from patients who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. • Member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. • Inform customers of the product terms and features and project a professional company image through voice and online interactions. • Receives customer input from phone, email, or web submission and create support tickets. • Troubleshoots end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process. • Resolves Tier 1 issues using troubleshooting resolution matrix. • Gathers information from customers to ensure sufficient data is gained to start case resolutions. • Directs inbound service interactions to appropriate technical and sales resources. • Conducts database lookup of consumer/patient records within electronic medical record software. • Enters updated information within electronic medical records as required. • Re-directs or engages other departments or specialty groups to resolve consumer/patient requests. • Maintains compliance with attendance and schedule adherence requirements. • Maintain interaction quality standards. • Maintain performance standards. • Proactively identify and share customer insights in order to recommend process improvements. • Remain current with product/applications/process changes. • Follows-up and follows-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution. • Logs interaction outcome in contact management system. • Performs other duties as assigned.

We are seeking a visionary Director of EMEA Technical Support to lead our support organization across EMEA. In this role, you will be a key member of our global support leadership team. As a "leader of leaders," you will be responsible for the strategic direction of both the core application and specialized technical support teams, ensuring a unified regional strategy aligned with our global objectives. In this role, you will serve as the primary strategic lead for our core product suite (including ProjectSight, TrimbleConnect, Tekla, SketchUp, MEP products, etc.), ensuring technical excellence and a seamless customer experience across these diverse platforms. You are a seasoned executive who thrives in high-stakes environments—from presenting regional health metrics to global leadership to navigating complex regulatory landscapes. You view AI as a cornerstone of modern support and as a practical, strategic tool to enhance team effectiveness and scale operations across multiple languages and time zones. Key Responsibilities: Strategic Leadership & Regional Growth: - Organizational Design: Direct the hiring, training, and succession planning for a regional management team, fostering a culture of high accountability and "Support-as-a-Product".. - EMEA Strategy: Define the regional roadmap for support, balancing global standards with local market needs across diverse cultures and languages. - Team Management: Lead, mentor, and develop a high-performing customer support team, fostering a culture of accountability, customer retention, rigorous onboarding, continuous learning, and excellence. Mentor and coach existing Support managers and identify those with leadership potential. Operational & Financial Excellence: - P&L Management: Oversee the regional departmental budget, including complex compensation frameworks across multiple countries and currency justifications. - Data-Driven Scaling: Utilize OKRs and KPIs to drive performance, using curated data to justify headcount and investment in AI-driven automation to limit unnecessary hiring. - Regional Compliance: Ensure all support operations remain compliant with local labor laws and data privacy regulations (e.g., GDPR) while maintaining a seamless "follow-the-sun" model. Technical Strategy & Innovation: - Collaboration & Alignment: Partner with regional Support leaders and cross functional partners (including Product, Sales, Post Sales and Marketing teams) to ensure optimal customer retention. Advocate for product enhancements based on customer insights and analytics captured through support engagement to improve product serviceability. - Executive Advocacy: Act as the "voice of the EMEA customer" in global executive forums, translating regional technical challenges into actionable business insights. - Crisis Management: Serve as the final regional point of escalation for high-profile customer issues, maintaining professional composure and solution-oriented communication under pressure. Qualifications: - Experience: Minimum of 12 years in customer support leadership, with at least 5 years as a "manager of managers" in a multi-national or EMEA-wide capacity. - Technical Breadth: Deep understanding of complex software ecosystems (SaaS, Cloud, etc.) and the ability to articulate technical debt or product gaps to non-technical executives. - Financial Acumen: Proven experience managing regional budgets, headcount requisition processes (e.g., Workday), and international compensation structures. - AI Integration: Practical experience implementing AI tools (chatbots, etc.) to drive operational efficiency and team onboarding. - Soft Skills: Exceptional emotional intelligence, cultural sensitivity, and the ability to drive consensus across geographically dispersed teams. - Education: Bachelor’s or Master’s degree in a technical or business field or equivalent professional experience; background in the construction or engineering industry is highly preferred. Travel Requirement: 10% travel Why You'll Love Working With Us: At Trimble, 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. Projects That Matter: Our purpose-driven culture means you'll deliver solutions that make work faster, safer, and more sustainable for millions. Collaborative Culture: Work with a supportive team of "visionary pragmatists" who think boldly and build things that work. Be an Owner: We thrive on individuals who take initiative and embrace ownership in an entrepreneurial environment. How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting. 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. Trimble’s Privacy Policy If you need assistance or would like to request an accommodation in connection with the application process, please contact AskPX@px.trimble.com.

• Support Sterling, VA Data Center Installation, configuration, maintenance and support of secure high-availability Windows & Linux based server & network infrastructure • Perform Windows and Linux based system builds • Perform network switch installations and configurations in complex data center environment • Maintain & support Internet host servers in 24 x 7 processing environments • Setup, maintain, and support Active Directory domains (sites, DNS & DHCP) • Create group policies in Active Directory and manage users/groups • Configure and support terminal services on Windows servers • Execute firmware upgrades, OS upgrades, and hardware upgrades • Respond to all support issues requests in an expedient manner, providing clear and informative status entries, resolution entries and quality assurance closure • Share on-call rotation with other team members