Technical Support Analyst

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 CRM

• Communicate with customers via inbound/outbound calls, emails, casework, and chats

• Ensure individual and team SLA’s/KPI’s are maintained and on track 

• Clearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences

• Collaborate with team members and internal teams to ensure team visibility to ongoing issues

• Explain complex technical information including interdependencies within the team and others

• Prioritize inbound cases and requests based on severity and customer impact

• Provide solutions to problems in situations that are atypical or infrequently occurring based on existing precedents or procedures 

• Actively provide recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities

• Collaborate on documentation creation needed for internal cross functional teams

What Skills & Experience You Should Bring

• Bachelor’s Degree or equivalent experience in a technology related field

• 4+ years of experience working in software and hardware troubleshooting or development capacity

• 2+ yrs Trimble Mobility experience or expert knowledge of other fleet based mobile communication systems

• 2+ yrs Integration Services experience

• Demonstrated success with root cause analysis

• Ability to work and act independently with little to no supervision in a team environment

• Excellent communication skills via phone, verbal, and written

• Strong customer service focus

• Ability to manage multiple and complex customer accounts and/or escalations

• Position 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 attitude

• Position requires participation in on-call rotation for critical escalations

• Travel less than 10 percent of the time 

Preferred Skills:

• Experience in multiple operating systems, such as Windows, Linux, Android, iOS, Microsoft servers

• Experience working with a CRM casing software

• Experience troubleshooting mobile or wireless Communications

• Experience with the System Development Life Cycle (SDLC)

• Experience using and troubleshooting SQL, XML, HTML, Scripting 

• Experience writing bugs and using Jira/Confluence

• Experience developing reports to analyze data trends and proposing meaningful conclusions

• Experience with troubleshooting and reviewing device logs

• Operations 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:

60632

-

78758

-

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 our
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.

The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contact

[email protected]