Job Summary:
The Support Manager reports directly to the Managing Director and is responsible for actively managing all aspects of support within the Dealership. This includes managing the functions of technical qualification of products compatibility with customers application, presale configurations, onsite training of customers, support related operations and administrative support. The Support Manager is responsible for delivering quality technical assistance on time. The Support Manager is responsible for performance and management of Trimble Construction Software and three dimensional data related activities. The Support Manager must be certified to work with 3D design data and certified to give software training. To be certified to work with 3D data, the individual must have a background in civil engineering/survey and construction management and must have completed all Trimble required training. Customer satisfaction is the key component of the Support Managers success.

Primary Duties:
• Accountable for the overall technical support performance of the dealership including the achievement of support related revenue, profit and management of support related expense budgets on a monthly/quarterly/annual basis.
• Development and motivation of support staff including creation and maintenance of performance targets and annual appraisals.
• Ensure support related metrics for response time and resolution times are met as defined by management.
• Recruits, selects and develops support team members.
• Maintains close relationship and clear communication with manufacturer support personnel
• Maintains strong customer relations and satisfaction; proactively and diligently works to ensure customer problems are resolved quickly
• Proactively drives collection of information that aids in the development and improvement of products and services offerings
• Ensure all Support related activities are captured in the company software system.
• Monitor trends and procedures to assist in the effective management of daily operations.
• Reporting of technical feedback to senior management and manufacturers as appropriate
• Assist in the development, documentation and maintenance of support related processes.
• Drive revenue based upon performance of services for customers
• Provide regular software training courses
• Provide onsite training and support
• Provide telephonic and remote access support.
• Management of file system structures to store, transfer and archive project data
• Create layered data sets from design to machine file configurations
• Interpretation of 3rd party data sets. In example Autodesk, DTM, CAD

Key Organizational Interfaces:
• Managing Director
• General Manager
• Sales, Installation, Support and Service staff
• Customer engineering organizations
• Customers site project managers
• Trimble support and training staff

Characteristics / Skills:
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures
• Capable of resolving a wide range of issues in imaginative as well as practical ways
• This job is a fully qualified, career-oriented position
• Strong problem solving aptitude, must be very detail oriented.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Interacts with senior internal and external personnel.
• Works with little instruction on day-to-day activities and general instruction on new assignments.
• Proven team leadership experience

Education / Experience:
• Bachelor’s Degree or National Diploma in Civil Engineering/Survey
• Extensive survey and construction experience in the heavy highway, general roading, and commercial site development areas.
• Extensive experience in advanced grading, 3D modeling, CAD and computers
• 5+ years in field survey or road construction or bulk earthworks experience using Trimble Equipment
• Able to hold 8 hour training classes from 1 to 5 days in length in classroom or field environments
• Able to coordinate all training activities including: ordering materials, setting up computers and/or equipment, etc.
• Able to revise current training programs and develop new programs as required

Local Requirements:
• Strong command of Written and Verbal English
• Able to travel within the territory of Southern Africa and internationally. Own car essential