Job Title: Product Manager - Logistics

Department: Product Success
Reports To: Engineering Manager - Global Operational Services

Job Summary

The Product Success Specialist acts as a bridge between the Customer Success, Engineering, and Product  teams to ensure escalated technical issues are resolved efficiently and effectively. This role is responsible for in-depth tracing, troubleshooting, root cause analysis, and providing comprehensive technical information to development teams for resolution. The role also establishes guidelines and best practices to support new implementations, while proactively defining mitigation steps to prevent recurring production issues. It further provides strategic guidance for process enhancements and product design improvements across all Forestry product lines. The specialist collaborates across teams, ensuring compliance, managing configurations, and maintaining a high standard of service to support customer satisfaction.

Key Responsibilities

Technical and Investigation Management

• Investigate escalated product issues from the Customer Success team that cannot be resolved at the first line of support.

• Perform advanced troubleshooting, including log analysis, debugging, and tracing to identify the root cause of the issue.

• Document the root cause, steps to reproduce the issue, and all relevant technical details to streamline the development team's resolution process.

• Collaborate with engineering and product teams to provide design and code recommendations aimed at enhancing existing features and addressing escaped defects.  

Collaboration and Liaison

• Act as the primary point of contact between Customer Success and Development teams for escalated issues.

• Liaise with Subject Matter Experts (SMEs) and Domain Owners to gather specific knowledge related to logistics, planning, GIS, and other domain areas.

• Provide input on compliance, configuration management, and other solution-specific integration details to assist development teams in efficient issue resolution.

Knowledge Management

• Contribute to the skills matrix by identifying team members' expertise in key areas such as logistics, planning, GIS, and other domains.

• Maintain and update internal documentation on configuration management, pull requests, and compliance processes to ensure knowledge transfer and adherence to standards.

Process Improvement and Mitigation Efforts

• Identify patterns and recurring issues in production and provide actionable recommendations for mitigation to avoid future occurrences.

• Work with cross-functional teams to incorporate process and product design improvements based on lessons learned from production issues.

• Ensure mitigation efforts extend beyond the immediate product line to address similar risks in other Forestry product lines.

• Guide the development and implementation of preventive measures, including better monitoring, process adjustments, and enhanced testing strategies.

• Provide guidance, best practices, and certification

Compliance and Configuration Management

• Ensure adherence to product compliance standards and best practices in all investigations and resolutions.

• Manage configuration-related tasks and oversee integration details specific to customer solutions.

• Coordinate and manage pull requests related to escalated issues.

Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience

• Minimum 5 years in a technical troubleshooting, product support, or similar role.

• Experience with logs analysis, debugging, and software tracing.

• Familiarity with customer support workflows and escalation processes.

• Experience with mitigation planning or contributing to process and product design improvements is a plus.

Skills

• Strong analytical and problem-solving skills.

• Excellent communication and collaboration skills to work with technical and non-technical teams.

• Proficiency in tools and technologies for debugging, logs analysis, and configuration management.

• Familiarity with compliance standards and configuration practices for enterprise solutions.

• Knowledge of domain-specific areas like logistics, planning, or GIS is a plus.

Competencies

• Detail-oriented with a focus on efficiency and quality.

• Proactive in identifying and resolving issues.

• Strong ability to manage and prioritize multiple tasks under pressure.

Work Environment

This position operates in a fast-paced environment and requires close collaboration with cross-functional teams across time zones. Occasional flexibility may be required to address time-critical escalations.

How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.

Posting Date

10/01/2025

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

Join a Values-Driven Team: Belong, Grow, Innovate. 

At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter. 

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