Trimble
Technical Support Analyst
Trimble, Minnetonka, Minnesota, United States, 55345
Your Title:
Technical Support Analyst
Job Location:
Minnetonka, MN or Remote
Our Department:
Transportation Integration Services
What You Will Do
The Technical Support Analyst is responsible for in-depth troubleshooting and research with the Trimble Transportation Mobility product lines for our customers while supporting internal teams. This includes providing an outstanding customer experience via phone, email, chat, and web based applications through handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions. The qualified candidate will have technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRMCommunicate with customers via inbound/outbound calls, emails, casework, and chatsEnsure individual and team SLA's/KPI's are maintained and on trackClearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiencesCollaborate with team members and internal teams to ensure team visibility to ongoing issuesExplain complex technical information including interdependencies within the team and othersPrioritize inbound cases and requests based on severity and customer impactProvide solutions to problems in situations that are atypical or infrequently occurring based on existing precedents or proceduresActively provide recommendations on business processes, research approaches, technical tools, and overall team improvement opportunitiesCollaborate on documentation creation needed for internal cross functional teamsWhat
Skills & Experience You Should Bring
Bachelor's Degree or equivalent experience in a technology related field4+ years of experience working in software and hardware troubleshooting or development capacity2+ yrs Trimble Mobility experience or expert knowledge of other fleet based mobile communication systems2+ yrs Integration Services experienceDemonstrated success with root cause analysisAbility to work and act independently with little to no supervision in a team environmentExcellent communication skills via phone, verbal, and writtenStrong customer service focusAbility to manage multiple and complex customer accounts and/or escalationsPosition may require occasional evening or weekend hours, but primary workload involves standard business hours during the work week (8-5)Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitudePosition requires participation in on-call rotation for critical escalationsTravel less than 10 percent of the timePreferred Skills:
Experience in multiple operating systems, such as Windows, Linux, Android, iOS, Microsoft serversExperience working with a CRM casing softwareExperience troubleshooting mobile or wireless CommunicationsExperience with the System Development Life Cycle (SDLC)Experience using and troubleshooting SQL, XML, HTML, ScriptingExperience writing bugs and using Jira/ConfluenceExperience developing reports to analyze data trends and proposing meaningful conclusionsExperience with troubleshooting and reviewing device logsOperations experience in transportation industry
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 make sure 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
Pay Equity
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.
Hiring Range:0
0
Bonus Eligible?Yes
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.
Trimble is proud to be an equal opportunity employer. We welcome and embrace ourcandidates' diversity and take affirmative action to employ and advance individualswithout regard to race, color, sex, gender identity or expression, sexual orientation,religion, age, physical or mental disability, veteran status, pregnancy (includingchildbirth or related medical conditions), national origin, marital status, geneticinformation, and all other legally protected characteristics. We forbid discrimination andharassment in the workplace based on any protected status or characteristic. A criminalhistory is not an automatic bar to employment with the Company, and we considerqualified applicants consistent with applicable federal, state, and local law.
The Company is also committed to providing reasonable accommodations forindividuals with disabilities, and individuals with sincerely held religious beliefs in our jobapplication procedures. If you need assistance or an accommodation for your job, contact
AskPX@px.trimble.com
Technical Support Analyst
Job Location:
Minnetonka, MN or Remote
Our Department:
Transportation Integration Services
What You Will Do
The Technical Support Analyst is responsible for in-depth troubleshooting and research with the Trimble Transportation Mobility product lines for our customers while supporting internal teams. This includes providing an outstanding customer experience via phone, email, chat, and web based applications through handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions. The qualified candidate will have technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRMCommunicate with customers via inbound/outbound calls, emails, casework, and chatsEnsure individual and team SLA's/KPI's are maintained and on trackClearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiencesCollaborate with team members and internal teams to ensure team visibility to ongoing issuesExplain complex technical information including interdependencies within the team and othersPrioritize inbound cases and requests based on severity and customer impactProvide solutions to problems in situations that are atypical or infrequently occurring based on existing precedents or proceduresActively provide recommendations on business processes, research approaches, technical tools, and overall team improvement opportunitiesCollaborate on documentation creation needed for internal cross functional teamsWhat
Skills & Experience You Should Bring
Bachelor's Degree or equivalent experience in a technology related field4+ years of experience working in software and hardware troubleshooting or development capacity2+ yrs Trimble Mobility experience or expert knowledge of other fleet based mobile communication systems2+ yrs Integration Services experienceDemonstrated success with root cause analysisAbility to work and act independently with little to no supervision in a team environmentExcellent communication skills via phone, verbal, and writtenStrong customer service focusAbility to manage multiple and complex customer accounts and/or escalationsPosition may require occasional evening or weekend hours, but primary workload involves standard business hours during the work week (8-5)Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitudePosition requires participation in on-call rotation for critical escalationsTravel less than 10 percent of the timePreferred Skills:
Experience in multiple operating systems, such as Windows, Linux, Android, iOS, Microsoft serversExperience working with a CRM casing softwareExperience troubleshooting mobile or wireless CommunicationsExperience with the System Development Life Cycle (SDLC)Experience using and troubleshooting SQL, XML, HTML, ScriptingExperience writing bugs and using Jira/ConfluenceExperience developing reports to analyze data trends and proposing meaningful conclusionsExperience with troubleshooting and reviewing device logsOperations experience in transportation industry
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 make sure 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
Pay Equity
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.
Hiring Range:0
0
Bonus Eligible?Yes
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.
Trimble is proud to be an equal opportunity employer. We welcome and embrace ourcandidates' diversity and take affirmative action to employ and advance individualswithout regard to race, color, sex, gender identity or expression, sexual orientation,religion, age, physical or mental disability, veteran status, pregnancy (includingchildbirth or related medical conditions), national origin, marital status, geneticinformation, and all other legally protected characteristics. We forbid discrimination andharassment in the workplace based on any protected status or characteristic. A criminalhistory is not an automatic bar to employment with the Company, and we considerqualified applicants consistent with applicable federal, state, and local law.
The Company is also committed to providing reasonable accommodations forindividuals with disabilities, and individuals with sincerely held religious beliefs in our jobapplication procedures. If you need assistance or an accommodation for your job, contact
AskPX@px.trimble.com