Technical software support

Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modelling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware, and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation, and logistics. For more information about Trimble (NASDAQ: TRMB), visit www.trimble.comJob Description:A customer supporting team member reporting to the Client Services Manager, representing the MEP Application Support Team via communication channels. The role involves supporting and understanding the needs of our customers and applications (Prodesign, Protect) to provide a quality support service, problem solving electrical design and calculation queries and working with Electrical Engineers on projects and solutions. Ownership of customer issues and queries ensuring timely, successful resolutions or escalation of those is a significant part of this position. ​ ResponsibilitiesA split first and second line role there will be a commitment to answer incoming support calls courteously and within defined timescales as and when required but also the requirement to take responsibility for 2nd line complex cases.Provide problem solving service for customers relating to electrical design calculations.Contribute to initiatives to improve internal processes. To ensure these processes are adequately documented and all relevant staff adequately trained and briefed.Adhere to all departmental processes.Record time spent on work and complete customer support tickets, including defects/bugs on the CRM database and follow these up with solutions and communication to clients.Liaise with internal and external support staff and developers to understand customer issues and where appropriate, propose, plan and manage the implementation of the solution working directly with all parties.Other duties as required. Qualifications/RequirementsElectrical Design/Electrical Support Engineer experience.Revit knowledge. Would be an advantage but not essential.Appreciation and understanding of Electrical British Standards and regulations (BS7671).Good interpersonal skills, with the ability to reason, influence and negotiate between the various stakeholders.Proven collaborative working experience in managing multiple concurrent issues and liaising with other departments and stakeholders.Assisting in the resolution of customer defects to ensure satisfactory completion in accordance with company procedures.Proven ability to identify bugs, find the root cause of defects as they are found, collect data and analyse reasons and report issues in a clear and understandable manner.Have strong time management and organisational skills.Be able to communicate complex electrical concepts to all levels of the organisation and external customers. Office based but employing Trimble Flexible Working policy to committing 2/3 days per week attendance with remainder at home.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.Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D Powered by Webbtree