Guidewheel is hiring a
Technical Account Manager

Summary

Join our team as a Technical Account Manager and play a critical role in launching and supporting customers in North America to successfully implement and get value from Guidewheel. This remote-first role requires exceptional customer-facing communication, technical troubleshooting skills, and comfort explaining technology products to all types of users.

Requirements

• 2-4 years operational experience working in factories, including experience with Process Improvement, Pareto Principle, and OEE
• Entrepreneurial attitude - wants to be part of a fast-growing team and work directly with customers to maximize value in the system
• Gets the big picture, relentlessly follows up on details
• Team oriented, while being proactive and self-directed - need to be able to craft and drive projects that include multiple areas of the organization. Being a great teammate who can manage in a changing environment with a focus on customer success is essential to success in this role
• Customer focused - a great teammate who can manage in a changing environment with a focus on customers as the most important is essential to success in this role
• Being able to prioritize, take initiative, communicate clearly, and manage many projects and work streams simultaneously is critical
• Excellent interpersonal, analytical, and communication skills, with the ability to work with all stakeholders within the factories that we serve including but not limited to owners, factory managers, engineers, maintenance and data entry staff
• Eager to bring radical candor to work and enthusiastic about building positive organizational culture. This means you are excited to challenge yourself and your teammates, support their growth and development, and both give and receive feedback
• Fluent in both Spanish and English
• Experience in basic electrical and telecommunications systems

Responsibilities

• Perform an assessment of the customer’s current machine infrastructure
• Prepare and order the equipment needed for the Guidewheel installation
• Guide customers through the installation process
• Perform an initial configuration and data check within Guidewheel
• Ensure accuracy of the data with the customer and adjust as needed
• Troubleshoot the installation to determine root cause for inaccurate readings or poor signal strength
• Configure additional users, implement best practice settings, and audit thresholds on an ongoing basis
• Work with Customer Success for a smooth hand off
• Ad hoc troubleshooting of system configurations, supporting implementation of new feature upgrades
• Build documentation regarding installation, troubleshooting, and best practices
• Oversee technical implementation of new customer accounts
• Provide support for technical setup, inquiries, and issues for customers and the Guidewheel team
• Field customer support tickets and serve as main technical point of contact for support
• Troubleshooting IoT hardware, connectivity, or web-based app as needed