Application IT - Support Specialist supporting customers with software inquiries via phone and ticket processing. Working in a modern agile environment in Sankt Ingbert.
About the role
- Vice President of Global Customer Support overseeing technical support operations for world-class customer experience. Developing strategies for operational excellence and managing a large, distributed support team.
Responsibilities
- Define the global vision, strategy, and execution of all technical support operations
- Develop and execute a comprehensive global support strategy aligning with company growth targets
- Monitor and enforce global SLAs and OLAs across all support tiers
- Drive operational improvement initiatives focusing on automation and optimization
- Oversee the support technology ecosystem and optimize workflows
- Establish rigorous processes for bug reporting and incident management
- Partner with other departments for effective customer communication
- Own budgeting and resource allocation for global support services
- Lead and mentor a global team of support managers and specialists
- Act as the executive point of contact for major customer escalations
Requirements
- Vice President level of experience required
- Proven experience in customer support or related fields
- Strong skills in strategic planning and execution
- Experience managing SLAs and operational agreements
- Knowledge in support technology and systems such as Service Cloud
- Leadership experience in managing large, distributed teams
- Familiarity with budgeting and P&L management
- Experience in continuous process improvement methodologies
Benefits
- Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
- Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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