Electrical Engineer - Technical Account Manager
Full-time | GemOne | Location – Olathe, KS, 66062
To support our rapid market growth, GemOne is looking for a Technical Account Manager (TAM).
As a Technical Account Manager (TAM), you will play a major role in the pre-sales and post-sales process. You will be responsible for maintaining relationships with current clients, addressing their technical needs as well as finding opportunities to expand our commercial relationship. Besides building strong relationships with customers, you will need to be able to understand their telematics needs and goals and use that to introduce GemOne’s products and services. The TAM will need to quickly develop subject matter expertise in our products and services in order to ensure our customers get the best possible customer experience when dealing with implementation (commissioning) needs, issue resolution, training, etc.
If you are a motivated, friendly, collaborative individual who has superb customer service skills and likes to work both, independently, and in a team environment – this opportunity may be perfect for you!
YOUR ROLE AND RESPONSIBILITIES
Effectively and efficiently assist our dealer and end-user partners in resolving their technical issues remotely (email, chat, video calls, etc.) and/or onsite.
Proactively and consultatively monitor customer health, satisfaction, expansion opportunities, risks, and escalations.
Communicate positively, thoughtfully and with a customer first approach with all of our customers. Ensuring the best possible Customer Experience.
Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
Develop and maintain comprehensive knowledge of our product offerings to diagnose potential software or hardware issues and engage with our product and engineering teams to address them.
Collaborate with our Client Experience team to identify opportunities for existing customers to grow their accounts.
Work cross-functionally with our Client Experience, Technical Services and Sales teams.
Meet internal support KPIs regarding customer support incidents and their resolution.
Process and manage all RMAs.
Properly document all support cases and their resolutions.
Be the technical voice of the customer when engaging with internal teams.
Assist dealers or end-users in the installation and commissioning of telematics solutions.
Act as a mentor to colleagues within the Technical Service or Client Experience team.
Proactively participate and collaborate with our product development team in the design, engineering, test, market introduction and support of new technology.
Other duties as assigned.
HOW TO SUCCEED / YOUR PROFILE
Bachelor in Electrical Engineering and a minor or a dual major in Software or Computer Science.
A customer-first mindset with the energy and problem-solving skills to address technical challenges and help customers achieve their business and technical objectives.
Ability to work cross-functionally and with a positive attitude with other internal departments.
Experience with SaaS (software as a service) platforms and services, their adoption, integration, and ongoing use preferred
Strong presentation skills with multiple stakeholders.
Excellent communication skills. Ability to set expectations and communicate goals and objectives with customers at various levels.
Ability to track and influence customer behavior & health metrics across a portfolio of accounts.
You are happy to travel as needed to customer locations.
WHAT’S IN IT FOR YOU
You’ll be part of a people-centric culture, where your well-being matters. Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar-for-dollar 401(k) match up to 6%. At our HQ, there’s an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers.
We also offer:
Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses
On-site restaurant, café, pre-school, fitness/social area, employee gardens and more.
Health and Wellness program and on-site facilities, company commitment to sustainable growth
PEOPLE ARE AT OUR HEART
TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.
GemOne is a TECH company within the TVH Holding that aims at developing future-proof Smart Telematics solutions for optimal fleet performance management in multiple domains such as: track & trace, operational efficiency, security & safety and service & maintenance. We offer cloud-based solutions and the necessary hardware components to intelligently gather and enrich data of industrial equipment to streamline fleet management related processes.
TVH / GemOne is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.
Father of 6 / Problem solver / Camping lover
These characteristics also help me in my job. I am always open to listen to the customers’ needs and am eager to take away their troubles and find solutions. I love the diversity that comes with it.
Rugby fanatic / Volunteer / Everybody's friend
I love to please customers. As a key account manager I look after some of our biggest customers. Together with the great people I get to work with of course.
I get along with people from all walks of life. Being friendly, outgoing and using a sense of humour works miracles.