Trimble

Trimble

Customer Support Manager

Canada - Remote, British Columbia · Mid

Sponsorship not specifiedDetected 10 days ago
JiraSalesforceLogisticsCustomer SuccessCustomer SupportLeadershipCommunicationMentoring

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odds of building a lasting career here

40Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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Employer immigration record

from this employer's Department of Labor filings

Green-card filing pattern in this occupation

Context, not a finding about this posting: of this employer's 10 green-card filings in this occupation, 100% were for a worker who already held the job.

Green-card follow-through: 71%

Of 7 labor certifications old enough to have been used, 2 expired without the employer filing the next step. Median time from filing to decision: 508 days.100% of their filings were for a worker who already held the job.Only certifications past the 180-day window are counted — recent ones cannot have expired yet.

Files H-1B transfers

4 transfer filings in the last year, covering 4 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

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About the role

  • Are you ready to unify and empower a dynamic, cross-continental team while elevating customer experiences across North America and APAC?
  • From purpose-built products to enterprise-level solutions, our technology empowers professional s in construction, geospatial, government, transportation, an d more.
  • Trimble Forestry provides smart forestry management solutions to transform the forest supply chain.

Responsibilities

  • Future of Support Operations:
  • Transform Customer Success as Support Manager!
  • As our Support Manager, you will shape operational excellence, champion ITIL practices, and foster an accountable, proactive support culture across Canada and New Zealand.
  • 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 li ve, 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 mill ions of people worldwide.
  • 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.

Requirements

  • We foster an environment where you are seen, heard, and valued (Belong)

Nice to have

  • 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.
  • Formal ITIL certification and hands-on experience using modern AI tools for knowledge management and ticket resolution optimization.
  • You'll work on projects that truly matter:
  • Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste.
  • 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.

Benefits

  • We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual.

Company info

  • 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 productivit y, quality, safety, and sustainability.
  • 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.

Equal opportunity

  • Candidate Privacy Notices by Country If you need assistance or would like to request an accommodation in connection with the
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This listing is sourced directly from Trimble's careers page and normalized into a canonical job model.