{"id":1712375,"url":"https://alion.io/job/trimble-customer-support-manager","title":"Customer Support Manager","company":{"id":2622,"name":"Trimble","domain":"trimble.com","url":"https://alion.io/company/trimble","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":38,"ghost_share":0,"stale_share":0.553,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":67800,"max":111900,"currency":"CAD","period":"year","gross":null,"usd_annual":78647},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-08-27T00:00:00Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-28T03:41:37Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"Lead the Future of Support Operations: Transform Customer Success as Support Manager!\nAre 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.\nAbout Us:\nTrimble 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.\nTrimble 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.\nWhat Makes This Role Great:\nIn 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.\nKey Exciting Responsibilities\nLead and unify a front-line support team across Canada and New Zealand, creating a seamless single-team operating rhythm for global coverage.\n\nImplement ITIL-aligned support practices to optimize incident management, queue hygiene, triage quality, and escalation readiness.\n\nCoach, develop, and empower support team members to raise operational output, accountability, and customer communication standards.\n\nDrive continuous improvement by establishing practical routines, analyzing incident trends, and leveraging approved AI tools to enhance resolution quality.\n\nManage daily resourcing, SLA monitoring, and performance tracking to ensure consistent, exceptional service delivery across time zones.\n\nEssential Skills & Experience\n3+ years of hands-on experience in software, customer, or technical support environments.\n\nProven background in team leadership or progressive lead experience with a talent for coaching, operational accountability, and process improvement.\n\nStrong operational understanding of incident management, service request handling, ticket triage, and SLA monitoring.\n\nSolid familiarity with ticketing platforms such as Salesforce or Jira and alignment with ITIL framework best practices.\n\nExceptional written and verbal communication skills with a track record of collaborating effectively across diverse global teams.\n\nBonus Points For\nPrevious direct people management experience in a multi-region or remote software support environment.\n\nFormal ITIL certification and hands-on experience using modern AI tools for knowledge management and ticket resolution optimization.\n\nLogistics:\nLocation: British Columbia, Canada (Remote)\nTravel Requirement: 5%\nWhy You'll Love Working With Us\nAt 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.\nYou'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 peopleworldwide. Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste.\n\nCollaborate with like-minded people: Our strong internal culture is a \"hidden gem.\" You will workwith 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.\n\nBe 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.\"\n\nSupport 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\nCompensation: 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.\nHiring Range\n67,800.00 - 111,900.00 CAD Annual\nPay Rate Type\nSalary\nBonus Eligible?\nYes\nCommission Eligible?\nNo\nHow to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.\nJoin a Values-Driven Team: Belong, Grow, Innovate.\nAt 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.\nCandidate Privacy Notices by Country\nIf you need assistance or would like to request an accommodation in connection with the application process, please contact .","description_format":"text","description_chars":6541,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities","Government","Civil & Structural Engineering","Water Utilities"],"lifecycle":[{"event":"open","at":"2026-10-02T17:38:41Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.422,"p_room":0.36,"age_days":62,"expected_fill_days":32,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":78647,"is_top_pay":false},"html_url":"https://alion.io/job/trimble-customer-support-manager","json_url":"https://alion.io/job/trimble-customer-support-manager.json","meta":{"generated_at":"2026-10-28T06:53:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9266,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2622},"rest":"https://alion.io/mcp/rest/get_company?id=2622"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftrimble-customer-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftrimble-customer-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftrimble-customer-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/trimble-customer-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftrimble-customer-support-manager"}]}