We are seeking a visionary Director of EMEA Technical Support to lead our support organization across EMEA.
In this role, you will be a key member of our global support leadership team. As a "leader of leaders," you will be responsible for the strategic direction of both the core application and specialized technical support teams, ensuring a unified regional strategy aligned with our global objectives.
In this role, you will serve as the primary strategic lead for our core product suite (including ProjectSight, TrimbleConnect, Tekla, SketchUp, MEP products, etc.), ensuring technical excellence and a seamless customer experience across these diverse platforms. You are a seasoned executive who thrives in high-stakes environments—from presenting regional health metrics to global leadership to navigating complex regulatory landscapes. You view AI as a cornerstone of modern support and as a practical, strategic tool to enhance team effectiveness and scale operations across multiple languages and time zones.
Key Responsibilities:
Strategic Leadership & Regional Growth:
Organizational Design: Direct the hiring, training, and succession planning for a regional management team, fostering a culture of high accountability and "Support-as-a-Product"..
EMEA Strategy: Define the regional roadmap for support, balancing global standards with local market needs across diverse cultures and languages.
Team Management: Lead, mentor, and develop a high-performing customer support team, fostering a culture of accountability, customer retention, rigorous onboarding, continuous learning, and excellence. Mentor and coach existing Support managers and identify those with leadership potential.
Operational & Financial Excellence:
P&L Management: Oversee the regional departmental budget, including complex compensation frameworks across multiple countries and currency justifications.
Data-Driven Scaling: Utilize OKRs and KPIs to drive performance, using curated data to justify headcount and investment in AI-driven automation to limit unnecessary hiring.
Regional Compliance: Ensure all support operations remain compliant with local labor laws and data privacy regulations (e.g., GDPR) while maintaining a seamless "follow-the-sun" model.
Technical Strategy & Innovation:
Collaboration & Alignment: Partner with regional Support leaders and cross functional partners (including Product, Sales, Post Sales and Marketing teams) to ensure optimal customer retention. Advocate for product enhancements based on customer insights and analytics captured through support engagement to improve product serviceability.
Executive Advocacy: Act as the "voice of the EMEA customer" in global executive forums, translating regional technical challenges into actionable business insights.
Crisis Management: Serve as the final regional point of escalation for high-profile customer issues, maintaining professional composure and solution-oriented communication under pressure.
Qualifications:
Experience: Minimum of 12 years in customer support leadership, with at least 5 years as a "manager of managers" in a multi-national or EMEA-wide capacity.
Technical Breadth: Deep understanding of complex software ecosystems (SaaS, Cloud, etc.) and the ability to articulate technical debt or product gaps to non-technical executives.
Financial Acumen: Proven experience managing regional budgets, headcount requisition processes (e.g., Workday), and international compensation structures.
AI Integration: Practical experience implementing AI tools (chatbots, etc.) to drive operational efficiency and team onboarding.
Soft Skills: Exceptional emotional intelligence, cultural sensitivity, and the ability to drive consensus across geographically dispersed teams.
Education: Bachelor’s or Master’s degree in a technical or business field or equivalent professional experience; background in the construction or engineering industry is highly preferred.
Travel Requirement: 10% travel
Why You'll Love Working With Us:
At Trimble, 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.
Projects That Matter: Our purpose-driven culture means you'll deliver solutions that make work faster, safer, and more sustainable for millions.
Collaborative Culture: Work with a supportive team of "visionary pragmatists" who think boldly and build things that work.
Be an Owner: We thrive on individuals who take initiative and embrace ownership in an entrepreneurial environment.
How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.
Join a Values-Driven Team: Belong, Grow, Innovate.
At 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.
If you need assistance or would like to request an accommodation in connection with the application process, please contact AskPX@px.trimble.com.