Customer Support Lead

Your Title: Support Lead, Europe

Job Location: Finland

Our Department: Customer Success

About The Role:

As a Support Lead for Europe, you'll be responsible for overseeing all support operations across our European regions, managing two geographically distributed teams that support customers across multiple software product offerings. This position is ideal for someone who combines strong leadership skills, technical aptitude, and a deep understanding of support processes.

Your primary focus will be on building and implementing ITIL framework standards to ensure consistent, high-quality support delivery across all European operations. You will drive process improvement initiatives, resource management, and team development while maintaining our reputation for responsive, efficient, and professional software support.

This role is focused on managing support for our software solutions for the Forestry industry across Europe.

What You Will Do:

• Lead and Inspire: Lead and manage our support teams across Europe, uniting them into a cohesive unit that consistently meets service standards.
• Drive Transformation: Spearhead the adoption of the ITIL framework, including implementing new tools, processes, and best practices. You'll also drive the strategic integration of AI to enhance our support functions.
• Manage Operations: Oversee all aspects of incident management, service request fulfillment, and problem management. You will also act as the primary escalation point for complex support issues, providing expert guidance to your team.
• Foster Customer Relationships: Conduct regular calls with key customers to review outstanding tickets and provide performance reports. You'll also represent the Customer Success group in new sales deals to ensure clear and achievable SLA agreements.
• Optimize Performance: Develop and maintain SLAs and KPIs, monitoring team performance against these metrics and implementing corrective actions as needed.
• Promote Collaboration: Work closely with departments like Product Management, Engineering, and Professional Services to address customer feedback and continuously improve our software solutions.
• Ensure Efficiency: Manage resource planning, daily resourcing, and absences to guarantee optimal support coverage. You will also develop knowledge management systems to share information and best practices across the teams.

Who You Are:

• Someone who builds Trust: You honour your word and lead by example. End-users, team members, and colleagues alike view you as reliable and dependable.
• Customer-centric: You have a genuine commitment to delivering exceptional customer service and understand that user satisfaction is paramount. You instill this value in your teams.
• Communication Skills: You can communicate effectively with technical and non-technical stakeholders at all levels. You're skilled at bridging communication between technical teams and business stakeholders.
• Leadership: You inspire and motivate teams to achieve their best performance, providing clear direction, feedback, and development opportunities.
• Implementation / Execution: You excel at strategic planning, organizing, and managing multiple priorities while driving operational excellence.
• Driven: You have a strong understanding of support processes and can identify opportunities for improvement and standardization.

Skills & Experience You Should Bring:

• Excellent verbal and written communication skills in English and Finnish are required. Knowledge of Swedish and other European languages is a strong advantage.
• 3+ years of experience within support teams, coupled with experience in management or project management.
• Strong understanding of ITIL framework within in a support organization.
• Proven track record of improving support processes, customer satisfaction, and team performance.
• Experience with ticket management systems such as Salesforce, Jira, or similar platforms.
• Familiarity with knowledge management systems and practices.
• Strong understanding of software support functions and technical troubleshooting processes.
• Experience developing and monitoring KPIs and SLAs for support operations.
• Ability to build and maintain effective relationships with internal and external stakeholders.
• Bachelor's degree in Business Administration, Computer Science, or related field is desirable, but not mandatory.

Job Location

Based out of one of our offices in Finland, with travel to other European locations as needed. Remote working will be considered.

About Our Company

If you are successful, you will enjoy working for an innovative and global company, amongst a great team environment where people love working with leading technology solutions.

At Trimble, you'll find the inspiration and opportunity to be yourself and thrive. Our global community is passionate about bringing new ideas and innovations to life and building a better, more sustainable future.

Please Note: Only applicants who are legally entitled to work in the EU will be considered.

How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.

Posting Date

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

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. 

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