Somos GemOne, una empresa tecnológica global de nueva creación que forma parte del grupo TVH.
GemOne es una empresa tecnológica perteneciente a TVH Holding cuyo objetivo es desarrollar soluciones telemáticas inteligentes preparadas para el futuro que permitan una gestión óptima del rendimiento de las flotas en múltiples ámbitos, tales como: seguimiento y localización, eficiencia operativa, seguridad y protección, y servicio y mantenimiento. Ofrecemos soluciones basadas en la nube y los componentes de hardware necesarios para recopilar y enriquecer de forma inteligente los datos de los equipos industriales con el fin de optimizar los procesos relacionados con la gestión de flotas.
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!
TU FUNCIÓN Y RESPONSABILIDADES
Llevarás a cabo proyectos a corto y largo plazo que respalden la estrategia empresarial. Esto implicará:
- 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
Buscamos a alguien que pueda encontrar soluciones sencillas a problemas complejos. Para unirte a nosotros, necesitas:
- 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).
¿QUÉ GANAS TÚ CON ESTO?
Formarás parte de una cultura centrada en las personas, donde tu bienestar es importante. Nuestro paquete integral ofrece prestaciones estándar, como asistencia médica, dental y oftalmológica, además de prestaciones únicas, como nuestra clínica de salud in situ y nuestro increíble plan de pensiones 401(k) con una aportación equivalente al 6 % del salario. En nuestra sede central hay una guardería y un restaurante, y puedes hacer deporte o disfrutar de nuestras reuniones periódicas con el equipo.
También ofrecemos:
- Oportunidades de desarrollo profesional, incluido el acceso a LinkedIn Learning y a numerosos cursos de formación internos y externos.
- Una gran oportunidad para crecer personal y profesionalmente en un entorno en expansión con el respaldo de una gran corporación global (TVH).
