Wade Wilcox

People manager, oversee all escalated precision hardware issues globally, investigate new precision hardware opportunities

Drove 50% improvement closure rate on escalated customer issues

• Created meetings with product stakeholders and subject matter experts
• Developed tracking for escalation report weekly
• Streamlined workflow to close triage escalation in less than a month

Lead Support team

• Engage with BA stakeholders in determining future improvements
• Identifying weak points and incorporating new tools, methods, or processes that will improve the team's abilities
• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.

Lead team of technicians who support PTx Trimble products worldwide and develop technical content to train and support sales team

Responsible for developing go to market plan to support the most technically advanced Flow and application product to date

• Ensuring product success by directly supporting customers and working with testing engineers
• Developing and advocating support strategies to BA and stakeholders
• Developed critical understanding for the necessity of dealer standards, escalation pathway, and support procedure to ensure success of products

Onboard all new hire employees in 6 weeks or less

• Ensuring that all tools, processes, and expectations are clearly understood and defined to new employees regardless of position held
• Solidifying process, workflows, and understanding through rigorous comprehensions checks, veteran team member shadowing, and formal demonstrations to promote self-reliant workers

North America Manager interim

• Opportunity to lead high to advanced level technicians

Temporary, entry, and intermediate technicians

• Work with senior internal leadership providing experience and insight on decisions for Business and Support team
• Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Technical specialist lead on flow and application products in PTx Trimble portfolio & responsible for onboarding all PTx Support new hires

Developed issue resolution cadence with stakeholders in Flow and Application portfolio

• Lead bi-weekly escalation review with counter parts in Germany & France in focus of the Muller ISOBUS solution
• Lead a weekly escalation & product development review with region leads, product managers, and engineers
• Point of contact supporting internal team with Flow and Application related issues

Promoted learning and skill development in the Support and Training team

• Created 'Flow and Application boot camp' in depth training module for all aspects of flow and application
• Developed technical content for Weedseeker 2, Muller Midi ISOBUS codesets, and Trucount electric clutch
• On location with Product managers to install and study new and existing product offerings
• Meet farmers, learning true value and struggles with product while gaining insight to competitors solutions limitations and strengths

Support technician focused on ensuring quality solutions driving case closure to customer issues

Coordinated with precision Ag Dealers to resolve equipment malfunctions quickly and efficiently, reducing downtime costs

• Averaging 70 completed cases weekly through peak season (quarter 2)
• Handle all Trimble Precision Ag Product support on Saturday & after hours if requested

Assist North American Manager with Fabrication and Assembly of Support Hardware

• Assisted in developing the hardware wall for all product offerings and other technical troubleshooting tools to aid Support team

Planned/organization of Team Activities & Gatherings

• Developed the post spring Support team event to reward the team
• Drove planning, logistics, and preparation for team celebrations
• Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.