Technical Account Manager
G
GuidewheelManufacturing Technology
United States, Mexico, Canada, EST, PSTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1-3 years
- Required Skills
- Artificial IntelligenceData AnalysisIoTMachine LearningMicrosoft ExcelCI/CDLinuxDevOpsDocumentationCommunication SkillsAnalytical SkillsCustomer serviceAdaptabilityRelationship buildingProblem-solving skillsTroubleshootingProcess improvementTechnical support
Requirements
- 1-3 years operational experience working in factories
- Experience with Process Improvement, Pareto Principle, and OEE
- Location in North America (United States, Mexico or Canada)
- Entrepreneurial attitude
- Team oriented, proactive and self-directed
- Customer focused
- Ability to prioritize, take initiative, communicate clearly, and manage many projects and work streams simultaneously
- Excellent interpersonal, analytical, and communication skills
- Experience in basic electrical and telecommunications systems
- Ability to travel >75%, Local and international travel
- Bachelor's degree in electrical engineering or related field; or 4+ years related experience or training (Nice to have)
- Background knowledge of manufacturing operations (Nice to have)
- Familiarity with design thinking tools (Nice to have)
- Startup environment experience (Nice to have)
- SaaS / PaaS or big data experience (Nice to have)
- Background and training in ICT preferred (Nice to have)
- Microsoft Excel experience (Nice to have)
- Data analytics skills (Nice to have)
- Able to read and understand electrical diagrams (Nice to have)
Responsibilities
- Perform assessment of customer's current machine infrastructure
- Prepare and order equipment for Guidewheel installation
- Guide customers through the installation process
- Perform initial configuration and data check
- Ensure accuracy of data with customer and adjust as needed
- Troubleshoot installation for inaccurate readings or poor signal strength
- Configure additional users, implement best practice settings, and audit thresholds
- Work with Customer Success for a smooth hand off
- Ad hoc troubleshooting of system configurations
- Build and improve documentation
- Own technical functionality and success of the Guidewheel platform for customers
- Oversee technical implementation of new customer accounts
- Provide support for technical setup, inquiries, and issues
- Field customer support tickets and serve as main technical point of contact
- Troubleshoot IoT hardware, connectivity, or web-based app
- Share technical expertise in demos or trainings
- Help define ways customers can use the Guidewheel system to get value
- Perform health scans for accounts to proactively identify issues or opportunities
- Collaborate with Product and Customer Success teams
- Help define and optimize ideal customer journey
- Represent the voice of the customer to inform sales & support process and product roadmap
- Manage direct and regular customer communication across users
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