Key Responsibilities:
Receive inbound client inquiries via phone, chat, systems or email and follow defined processes for managing support cases through resolution
Manage support cases through effective troubleshooting and escalation as necessary in order to meet or exceed client expectations
Professional and proactive communication to delight the client in every interaction
Maintain regular client communication through case resolution
Develop and maintain expert knowledge on Trimble FSM products, tools and solutions including known limitations and workarounds that can be effectively utilized to solve reported problems
Adhere to support tracking/classifying and service-level enforcement processes
Coordinate on-site service with Field Technicians and customers via email and/or phone calls and ensure timely scheduling for satisfactory delivery of service.
Receive phone calls from Installers onsite and provide remote troubleshooting to assist the Installer with successful install or service.
Partner with the different groups (Operations, Field Service, engineering and product management) to resolve customer issues.
Function with a high level of customer centricity and act as an advocate for the customer
Able to perform with minimal supervision
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