Job Description
Manager, EMEA Technical Support page is loaded
Manager, EMEA Technical Support
Apply locations UK - London (ALK) time type Full time posted on Posted 30+ Days Ago job requisition id R43582Your Title: Manager, EMEA Technical Support
Job Location: EMEA, London, Remote
Our Department: SketchUp/A&D
What You Will Do
The Technical Support team at SketchUp is a global team of experts dedicated to enhancing the SketchUp customer experience. With a large and growing team, we have the opportunity to expand our leadership team in the EMEA region and we’re looking to add a Manager of Technical Support to oversee the daily activity of our support team based in EMEA and prepare for scalable growth.
As the Manager of Technical Support, you’ll be responsible for the performance of EMEA team, developing policies and procedures, performance management, annual performance evaluations, meeting operational objectives, driving a great customer experience, improving quality of service, and demonstrating values following the Support driving principles. The Manager of Technical Support relies on experience and judgment to plan and accomplish goals, perform various tasks, and leads/directs the work of others. A wide degree of creativity and latitude is expected for this position. This leadership role needs a human-centric mindset that puts the needs, perspectives, and aspirations of customers and employees at the center of all of our activities to truly innovate how we deliver support and tackle our organizational complexities.
Primary Responsibilities
You will lead a team of approximately up to 10 employees and provide leadership through performance management including coaching, technical advice, and professional development to ensure success and enable growth of both the team and the business
Foster an environment and culture for exceptional customer support and value delivery
Take ownership of support escalations with urgency, ensure customer resolution, and empower agents to make the right decisions for our customers
Ensure team KPIs and SLAs are being met in accordance of OKRs
Partner with customers and cross-functional teams as a liaison to ensure quality service delivery and customer satisfaction
Continue to drive towards operational excellence and improve efficiency, drive results, and enhance the overall customer experience
Represent Support in cross-departmental project work and engage in decision-making to deliver the best outcomes for all
Work in partnership with leads on queue performance reports by collecting, analyzing, and summarizing data and trends and pushing through change management tactics
Identify improvement opportunities and make recommendations for change based on thoughtful research and data analysis
Forecast workforce management needs for appropriate staffing needs
Responsible for the onboarding and upskilling of technical support agents by developing training and continuous learning
Proactively prepare the team for product releases by ensuring they have access the knowledge necessary to support customers
What Skills & Experience You Should Bring
Bachelor’s Degree or equivalent work experience in a technology-related field
5+ years of leadership and supervisory experience (Team Lead, Supervisor or higher) including performance management of direct reports
Experience using data and analytics to solve problems
Demonstrated customer support and relationship-building experience
Ability to manage customer issues from beginning to end
Ability to deal with demanding situations, ambiguity, while working independently in a dynamic environment
Effective at time management and prioritization
Self-motivated and highly organized with a demonstrated ability to manage in a fast-paced environment
Excels in leading a team through change
Excellent communication and interpersonal skills
Ability to hire, staff, and build effective teams
Ability to motivate and direct others
Skills you could bring:
Knowledge of 3D modeling, 3D graphics processing or energy performance
Proficient in CRM tools (Salesforce, Jira, Confluence, Google Suite)
Experience in a SaaS business environment
Previous experience as a technical support team member
Strong knowledge of Trimble tools/applications/integration
Background in Engineering, Architecture, Design, or User Experience is also a plus
About Your Location
Remote location in EMEA region. London office HQ.
About Our A&D Division
SketchUp is one of the most popular 3D modeling and design tools in the world. Today, hundreds of thousands of architects, engineers, contractors, woodworkers, artists, and other creatives use SketchUp Pro, LayOut, Sefaira, and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between. Our mission is to help make our users better, smarter, and more successful.
Trimble’s Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to ensure our people are seen, heard and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
Trimble’s Privacy Policy
Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose built products to enterprise lifecycle solutions, Trimble software, hardware and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation and logistics. For more information about Trimble (NASDAQ: TRMB), visit www.trimble.com .
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