Nous sommes GemOne, une start-up technologique internationale qui fait partie du groupe TVH.
GemOne est une entreprise technologique appartenant au groupe TVH Holding qui vise à développer des solutions télématiques intelligentes et pérennes pour une gestion optimale des performances des flottes dans de nombreux domaines tels que : le suivi et la localisation, l'efficacité opérationnelle, la sécurité et la sûreté, ainsi que le service et la maintenance. Nous proposons des solutions basées sur le cloud et les composants matériels nécessaires pour collecter et enrichir de manière intelligente les données des équipements industriels afin de rationaliser les processus liés à la gestion des flottes.
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!
VOTRE RÔLE ET VOS RESPONSABILITÉS
Vous mènerez à bien des projets à court et à long terme qui soutiennent la stratégie commerciale. Cela impliquera :
- 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
Nous recherchons quelqu'un capable de trouver des solutions simples à des problèmes complexes. Pour nous rejoindre, vous devez :
- 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).
QU'Y A-T-IL POUR VOUS DANS TOUT CELA ?
Vous ferez partie d'une culture centrée sur les personnes, où votre bien-être est important. Notre offre complète comprend des avantages sociaux standard tels que l'assurance médicale, dentaire et optique, ainsi que des avantages uniques tels que notre clinique de santé sur place et notre incroyable programme d'abondement 401(k) à hauteur de 6 %. Notre siège social dispose d'une école maternelle, d'un restaurant et d'espaces où vous pouvez faire de l'exercice ou profiter de nos réunions d'équipe régulières.
Nous proposons également :
- Possibilités de développement professionnel, notamment l'accès à LinkedIn Learning et à de nombreuses formations internes/externes•
- Une excellente occasion de vous épanouir sur le plan personnel et professionnel dans un environnement en pleine expansion, avec le soutien d'une grande entreprise internationale (TVH).
