GetIt Recruit – Administrative Hiring for Technical Account Manager – Remote | WFH Full Time

The company is currently experiencing a thrilling phase of expansion, and ensuring exceptional technical support for our customers is integral to our long-term mission and vision. We are looking for a Technical Account Manager to join our team, playing a crucial role in the successful implementation and value realization of the company for customers in North America. This remote-first position is responsible for supporting customers in North American time zones.

Key Responsibilities

As a Technical Account Manager, you will be instrumental in ensuring the success of our customers. Your primary responsibilities will include:

• Conducting an assessment of the customer’s existing machine infrastructure.
• Coordinating and ordering the necessary equipment for the company installation.
• Guiding customers through the installation process and performing initial configurations.
• Ensuring the accuracy of data within the company and making adjustments as needed.
• Troubleshooting installations to identify root causes for inaccuracies or signal strength issues.
• Configuring additional users, implementing best practices, and auditing thresholds regularly.
• Collaborating with Customer Success for a seamless handover.
• Ad hoc troubleshooting of system configurations and supporting the implementation of new feature upgrades.
• Creating comprehensive documentation regarding installation, troubleshooting, and best practices.

Qualifications

To thrive in this role, you should possess the following qualifications:

• 2-4 years of operational experience in factories, including expertise in Process Improvement, Pareto Principle, and OEE.
• Entrepreneurial attitude, eager to contribute to a fast-growing team and work directly with customers.
• Strong attention to detail while understanding the big picture.
• Proactive, self-directed, and able to manage projects across multiple areas of the organization.
• Customer-focused with excellent interpersonal, analytical, and communication skills.
• Fluent in both Spanish and English.
• Experience in basic electrical and telecommunications systems.

Nice-to-Have

It would be beneficial if you have:

• A bachelor’s degree in electrical engineering or a related field, or 4+ years of related experience.
• Background knowledge of manufacturing operations.
• Familiarity with design thinking tools.
• Experience in a startup environment.
• SaaS/PaaS or big data experience.
• Background and training in ICT preferred.
• Proficiency in Microsoft Excel.
• Data analytics skills.

What You’ll Do

In this role, you will:

• Own the technical functionality and success of the company platform for customers.
• Oversee the technical implementation of new customer accounts.
• Provide support for technical setup, inquiries, and issues for customers and the company team.
• Field customer support tickets and serve as the main technical point of contact.
• Troubleshoot IoT hardware, connectivity, or web-based apps as needed.
• Support customers in deriving value from the company platform.
• Share technical expertise in demos or training sessions.
• Collaborate with the Product and Customer Success teams to enhance the company’s technology.
• Define and optimize the ideal customer journey, including onboarding, support, and new release updates.
• Represent the voice of the customer to inform our sales, support process, and product roadmap.
• Manage direct and regular customer communication across users.

Join Our Team

This role offers an exciting opportunity for significant growth within the company for those eager to make a meaningful impact. If you possess a deep understanding of the company’s technology, excellent communication skills, and a customer-centric mindset, we encourage you to apply.

Employment Type: Full-Time