Product Specialist Manager

Product Specialist Manager

Drive Innovation and Lead the Future of Construction Tech: Support Team Lead

Ready to lead a high-performing team at the intersection of heavy civil construction and cutting-edge digital technology? As the Construction Support Team Lead in Dayton, OH, you will empower a talented group of product specialists, drive technical excellence, and directly elevate customer satisfaction across game-changing solutions like Earthworks, WorksManager, and SiteWorks. Join Trimble to shape the future of connected job sites while growing your career with an industry leader!

About Us:

Field Systems: Trimble Field Systems develops hardware, software and services that connect the site to the office for key industries around the world, including civil construction, surveying, mapping, automotive, marine, utilities and more. Leveraging decades of expertise and a commitment to driving innovative breakthroughs, we offer solutions that drive digital transformation across your field operations.

What Makes This Role Great:

In this role, you will hold the keys to transforming support operations by integrating diverse technical talent, mentoring team members, and serving as the essential voice of the customer directly to Trimble product development and engineering teams.

The Construction Support Team Lead manages a team of On and Off Machine Product Specialists and contributes to providing prompt assistance to business partners, resellers, and internal Trimble teams relating to product information and technical support. Success in this position requires delivering timely technical product support to maintain or increase customer and reseller satisfaction.

This position will focus on the Trimble Civil Construction Field Solutions, which includes systems such as Earthworks, Roadworks, Groundworks, SiteWorks, TBC, WorksManager, WorksOS, and other construction products.

The Team Lead is responsible for ensuring their staff is meeting set KPI’s and meeting a high quality of customer satisfaction. This includes managing proper staffing levels and mentoring employee development. Performs core duties of the team as needed.

The Team Lead works directly with both the Regional Support Manager, Product Readiness Manager, and Training Manager to ensure each team member continually improves product knowledge and is meeting the required system testing and training deliverables.

Key Exciting Responsibilities:

• Deliver effective leadership to the team reporting into this position (4-10 members).
• Ensure the team is trained on assigned products and knowledge level is maintained.
• Contribute significantly to process improvement in the support context across systems.
• Ensure that fast and efficient customer service is delivered to business partners, resellers, and internal Trimble teams.
• Be a key point of contact for escalated issues whether it be case-specific, personnel, process, or technical issues.
• Work closely with Technical Product Liaisons on escalated issues
• Work closely with the Regional Manager and the Technical Product Liaisons on the coordination of training and other events like Boot Camps
• Participate and engage in ongoing product development with the business area and represent the voice of the customer.
• Communicate information effectively to product marketing, product management, engineering, and other internal Trimble teams.
• Approves expenses, product acquisitions, and support tools.
• System testing participation and engagement with the test manager regarding workflows and requirements.
• Some domestic and international travel may be required.

Essential Skills & Experience:

• Advanced Troubleshooting and Analytical

Skills

• Ability to diagnose and resolve complex technical issues efficiently, ensuring minimal downtime and maximizing customer satisfaction.

• In-depth and cross-over Product Knowledge: Comprehensive understanding of construction software applications, site positioning solutions and machine control systems.

• Technical Documentation and Training: Proficiency in creating and maintaining comprehensive technical documentation, including troubleshooting guides, FAQs, and support bulletins, to assist in the resolution of customer issues.

• Leadership and Mentorship: Capable of leading by example, providing guidance to peers, and contributing to product meetings with insights on support analytics, product issues, and customer satisfaction. Ability to integrate different skillset teams into one

• Effective Communication: Excellent written and verbal communication skills, with the ability to convey complex technical concepts to audiences with varied technical backgrounds.

• Decision-Making and Problem-Solving: Strong decision-making abilities and collaborative problem-solving skills, with a focus on effective planning and execution.

• Strategic Problem Solving: Advanced analytical and problem-solving skills, with the ability to handle complex technical issues, analyze data, and develop innovative solutions that improve product performance and customer satisfaction.

• Operational Flexibility: Comfortable working in ambiguous situations and capable of taking ownership of tasks beyond the assigned position to ensure successful completion.

• High Productivity Standards in Task Management: The ability to efficiently manage and prioritize a high volume of technical support tasks without compromising quality. This includes swiftly diagnosing and resolving cases (including SME cases), testing, documentation and phone support. Effectively multitasking, and maintaining a consistent level of high performance under pressure. The capacity to deliver results within tight deadlines, ensuring that operational excellence is always at the forefront.

• Innovation and Continuous Improvement: A proactive approach to identifying opportunities for process improvement, leveraging technology and best practices to enhance the efficiency and effectiveness of technical support services.and best practices to enhance the efficiency and effectiveness of technical support services.

• Independent work ethic, with the ability to take ownership of tasks and work beyond the assigned position to ensure success.

• Comfortable working in ambiguous situations and capable of making sense of complex scenarios.

• Field Experience and

Education

• Field or industry experience with site positioning or machine control systems or a higher education in a relevant field of study, demonstrating a deep understanding of the construction industry and technology applications.

Bonus Points For:

• Hands-on field experience operating machine control or site positioning equipment on active job sites.
• Degree or higher education in construction management, engineering, surveying, or a related technical field.
• Experience managing support workflows across connected cloud platforms and office software like WorksManager or TBC.

Logistics:

• Location: Dayton, OH (Onsite)

• Travel Requirement: Up to 15% domestic and international travel may be required.

Why You'll Love Working With Us:

• At 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.

• 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 millions of people worldwide. Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste.

• 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.

• Be 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."

• Technical Support Lead, Support Team Lead, Customer Support Manager, Civil Construction, Earthworks, SiteWorks, Machine Control, GPS Technology, Construction Software, Field Solutions, Technical Troubleshooting, Support Operations