Wir sind GemOne, ein globales Technologie-Start-up-Unternehmen und Teil der TVH-Gruppe.
GemOne ist ein Technologieunternehmen innerhalb der TVH Holding, das sich zum Ziel gesetzt hat, zukunftssichere Smart-Telematik-Lösungen für ein optimales Flottenleistungsmanagement in verschiedenen Bereichen zu entwickeln, darunter: Track & Trace, betriebliche Effizienz, Sicherheit und Service & Wartung. Wir bieten cloudbasierte Lösungen und die erforderlichen Hardwarekomponenten, um Daten von Industrieanlagen intelligent zu erfassen und anzureichern und so die Prozesse im Zusammenhang mit dem Flottenmanagement zu optimieren.
As a Technical Account Manager (TAM), you will play a major role in the product implementation and customer retention processes. You will be responsible for building and maintaining strategic relationships with current end-users/dealers, addressing their technical needs as well as finding opportunities to expand our commercial relationship. The TAM will need to quickly develop subject matter expertise in our products and services in order to ensure our end-users/dealers get the best possible customer experience when dealing with implementation (commissioning), troubleshooting, issue resolution, training and ongoing support.
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!
IHRE ROLLE UND VERANTWORTLICHKEITEN
Sie werden kurz- und langfristige Projekte durchführen, die die Geschäftsstrategie unterstützen. Dazu gehören:
- Develop and maintain in-depth knowledge of our product offerings to identify potential software or hardware issues and collaborate with product and engineering teams to resolve them.
- Provide efficient technical support to dealers and end-users remotely (via email, chat, video calls, etc.) and onsite when necessary.
- Assist dealers and end-users with the installation and commissioning of telematics solutions, either onsite or remotely, as applicable.
- Proactively monitor customer health, satisfaction, expansion opportunities, risks, and escalations in a consultative manner.
- Communicate positively, thoughtfully, and with a customer-first approach to ensure the best possible customer experience.
- Demonstrate composure, resilience, and flexibility as customer needs evolve and case volume fluctuates.
- Collaborate with the Client Experience team to identify growth opportunities for existing customers.
- Work cross-functionally with the Client Experience, Technical Services, and Sales teams.
- Meet internal KPIs related to customer support incidents and their resolution.
- Process and manage all RMAs (Return Merchandise Authorizations).
- Document all support cases and their resolutions accurately.
- Represent the technical voice of the customer when engaging with internal teams.
- Mentor colleagues within the Technical Service or Client Experience teams.
- Perform other duties as assigned.
HOW TO SUCCEED / YOUR PROFILE
Wir suchen jemanden, der einfache Lösungen für komplexe Probleme finden kann. Um bei uns mitzuarbeiten, benötigen Sie:
- At least 2+ years of experience in technical roles, with the ability to understand electrical diagrams and experience working with industrial equipment (e.g., forklifts, construction equipment, etc.).
- Customer-first mindset with strong problem-solving skills and the energy to address technical challenges, helping customers achieve their business and technical goals.
- Ability to collaborate effectively with internal departments and maintain a positive attitude in cross-functional teamwork.
- Experience with SaaS platforms and services, including their adoption, integration, and ongoing use (preferred).
- Willingness to travel 40% of your time or as needed for onsite troubleshooting and/or training sessions with dealer technicians or end-users.
- Strong presentation skills, capable of engaging multiple stakeholders.
- Excellent communication skills, with the ability to set expectations and communicate goals clearly with customers at all levels.
- Ability to track and influence customer behavior and health metrics across a portfolio of accounts.
- Minimum of a 2-year technical degree required, preferably in a technical field (e.g., electrical, mechanical).
- Demonstrates intermediate proficiency in Microsoft Word, Excel, and PowerPoint and Google Suite (Mail, Calendar, Sheets, Drive).
WAS HABEN SIE DAVON?
Sie werden Teil einer mitarbeiterorientierten Kultur sein, in der Ihr Wohlbefinden im Vordergrund steht. Unser umfassendes Paket umfasst Standardleistungen wie Kranken-, Zahn- und Augenversicherung sowie einzigartige Zusatzleistungen wie unsere betriebsinterne Gesundheitsklinik und unseren unglaublichen 401(k)-Zuschuss in Höhe von bis zu 6 %. In unserer Zentrale gibt es eine betriebsinterne Vorschule, ein Restaurant und Möglichkeiten, sich sportlich zu betätigen oder an unseren regelmäßigen Teamtreffen teilzunehmen.
Wir bieten außerdem:
- Möglichkeiten zur beruflichen Weiterentwicklung, einschließlich Zugang zu LinkedIn Learning und vielen internen/externen Schulungskursen•
- Eine großartige Gelegenheit, sich in einem Scale-up-Umfeld mit der Unterstützung eines großen globalen Unternehmens (TVH) persönlich und beruflich weiterzuentwickeln.
