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Support Quality Review Specialist

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Trimble Inc.

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Location:
United States , Westminster ▼

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

91100.00 - 125200.00 USD / Year
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Job Description:

As a Support Quality Review Specialist, you will be the key to upholding the high standards of the global team. You will need to analyze support data, Dealer feedback, and other avenues, to identify product issues, outages, and other trends and be able to provide this data back to leadership, engineering and product management for improvement. You will serve as our internal quality assurance expert, evaluating support interactions using AI and other tools to ensure consistency and efficiency in resolutions and a positive customer experience.

Job Responsibility:

  • Monitor open support tickets and ensure teams are reaching timely resolutions
  • Prioritize escalations,aging cases, and regional handoffs collaborating with relevant leaders and teams to expedite resolutions
  • Analyze support case trends and patterns to identify recurring issues and areas for improvement
  • Prepare and present data on support trends to the appropriate audience and/or leadership
  • Utilize support data to help drive test plans, content development topics, and training curriculum
  • Support Product Liaisons by providing relevant data for Product Meetings

Requirements:

  • Experience in quality assurance/quality improvement
  • Domain knowledge in the assigned skillset (ie. Machine Control, Site Positioning, Software)
  • Effective communication, leadership, and interpersonal skills to influence and support teams across different sites
  • Ability to interpret data and design practical solutions for quality issues
  • Proven experience in a technical support role, with a focus on driving case resolutions
  • Ability to identify trends and patterns from support case data, utilizing AI and other technologies along with strong personal analytical skill
  • Excellent communication skills, both verbal and written, with the ability to present findings and insights effectively
  • Experience working with cross-functional teams and collaborating effectively to achieve common goals
  • Familiarity with CRM systems (SalesForce, JIRA, AHA!, Zoom Contact Center)
  • Bachelor's degree in a relevant field or equivalent work experience

Nice to have:

  • Advanced certifications or education in the Construction and Engineering
  • Experience with Trimble’s connected site applications - WorksManage, Trimble Connectr and WorksOS platforms
  • Proven track record of mentoring junior technical staff in a high-pressure environment
What we offer:
  • Medical
  • Dental
  • Vision
  • Life
  • Disability
  • Time off plans
  • Retirement plans
  • Tax savings plans for health, dependent care and commuter expenses
  • Paid Parental Leave
  • Employee Stock Purchase Plan

Additional Information:

Job Posted:
May 16, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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