Technical Account Manager

Summary

Join Guidewheel as a Technical Account Manager and play a critical role in supporting North American customers to successfully implement and utilize our platform. This remote-first position requires exceptional customer communication, technical troubleshooting skills, and the ability to explain complex technology to diverse users. You will be responsible for overseeing technical implementation, providing support, troubleshooting issues, and ensuring customer satisfaction. Success will be measured by timely implementation, issue resolution, and high customer satisfaction scores. This role offers significant growth opportunities within a rapidly expanding company. You will work closely with various teams to improve the Guidewheel platform and customer experience.

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
• 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 adjusting as needed
• Troubleshooting the installation to determine root cause for inaccurate readings or poor signal strength
• Configuring additional users, implementing best practice settings, and auditing thresholds on an ongoing basis
• Working 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
• 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 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
• Support customers in getting value from the Guidewheel platform
• Share technical expertise in demos or trainings as needed
• Help define ways customers can use the Guidewheel system to get value, and help guide them on that path
• Perform health scans for accounts to proactively identify issues or opportunities for customers to get greater value from the system
• Collaborate with the Product and Customer Success teams to continue to develop and improve Guidewheel’s technology
• Help define and optimize ideal customer journey
• Work with the team to define exactly what onboarding + ongoing support from Guidewheel should look like including training, best communication touch points 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

Preferred Qualifications

• Bachelor's degree in electrical engineering or related field; or 4+ years related experience or training
• Background knowledge of manufacturing operations
• Familiarity with design thinking tools
• Startup environment experience
• SaaS / PaaS or big data experience
• Background and training in ICT preferred
• Microsoft Excel experience
• Data analytics skills

Benefits

Remote work, flexible hours