Siamo GemOne, una start-up tecnologica globale che fa parte del gruppo TVH.
GemOne è un'azienda tecnologica facente parte di TVH Holding che mira a sviluppare soluzioni telematiche intelligenti a prova di futuro per una gestione ottimale delle prestazioni delle flotte in diversi ambiti, quali: tracciabilità e localizzazione, efficienza operativa, sicurezza e protezione, assistenza e manutenzione. Offriamo soluzioni basate su cloud e i componenti hardware necessari per raccogliere e arricchire in modo intelligente i dati delle attrezzature industriali al fine di ottimizzare i processi relativi alla gestione delle flotte.
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!
IL TUO RUOLO E LE TUE RESPONSABILITÀ
Realizzerai progetti a breve e lungo termine a supporto della strategia aziendale. Ciò comporterà:
- 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
Cerchiamo qualcuno che sia in grado di trovare soluzioni semplici a problemi complessi. Per unirti a noi devi avere:
- 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).
COSA CI GUADAGNI
Entrerai a far parte di una cultura incentrata sulle persone, dove il tuo benessere è importante. Il nostro pacchetto completo offre benefici standard come assistenza medica, dentistica e oculistica, oltre a benefici esclusivi come la nostra clinica sanitaria in loco e il nostro incredibile contributo 401(k) pari al 6% dello stipendio. Nella nostra sede centrale sono presenti un asilo nido, un ristorante e spazi dove potrai fare attività fisica o partecipare ai nostri regolari incontri di gruppo.
Offriamo anche:
- Opportunità di sviluppo professionale, compreso l'accesso a LinkedIn Learning e a numerosi corsi di formazione interni/esterni•
- Una grande opportunità per crescere personalmente e professionalmente in un ambiente in espansione con il sostegno di una grande multinazionale (TVH).
