Guidewheel

Technical Account Manager

Guidewheel

full-time

Posted on:

Location Type: Remote

Location: California • United States

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About the role

  • Guidewheel is in the midst of an exciting phase of growth, and providing superb technical support to our customers is vital to our long-term mission and vision.
  • The Technical Account Manager will play a critical role in launching and supporting customers to successfully implement and get value from Guidewheel.
  • The role covers supporting customers in the North American time zone and might require travel to various customer sites across the US, Canada and Mexico.
  • This role requires exceptional customer-facing communication through remote technology (we support our customers remotely), the ability to quickly understand a customer’s business and troubleshoot technical issues or questions, and comfort explaining technology products to all types of users.
  • Success in the Technical Account Manager role will be measured by the following:
  • Time to successful implementation of Guidewheel solution after Sales
  • Resolution of customer technical issues
  • Guidewheel customer satisfaction, as measured by Net Promoter Score (NPS)
  • Work is expected to include:
  • Performing an assessment of the customer’s current machine infrastructure
  • Preparing and ordering the equipment needed for the Guidewheel installation
  • Guiding customers through the installation process
  • Performing an initial configuration and data check within Guidewheel
  • Ensuring 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 and improve documentation regarding installation, troubleshooting, and best practices.
  • To be successful in this role, you will need a deep understanding of Guidewheel’s technology and installation strategy; strong, ongoing relationships; robust customer communication; proactive Guidewheel-based solutions to customer problems; and the use of engineering and technical skills to meet customer needs. This role can provide the opportunity for significant growth with the company if desired.

Requirements

  • 1-3 years operational experience working in factories, including experience with Process Improvement, Pareto Principle, and OEE
  • Location in North America (United States, Mexico or Canada)
  • 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
  • Ability to travel >75%, Local and international travel
Benefits
  • Fair & equitable pay. For candidates located outside of the US, compensation will reflect fair market trends for that location. All compensation is dependent on many factors and our internal compensation and role bands.
  • 100% remote culture. Work from wherever, whenever - we hired you to get a job done, and as long as that is happening, you have the autonomy to get it done where and when you feel comfortable.
  • Flexible PTO policy. We value balance and boundaries. To be the best version of you, you need time away from your screen, so we want you to take it.
  • Generous equity. Everyone at Guidewheel receives equity in the business. You will be working hard to build something great, and when we reach the finish line, you should be rewarded for your hard work.
  • Health Benefits. We offer different health benefits to cover your personal needs from day one of employment - you pick the plan that makes the most sense to you.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Process ImprovementPareto PrincipleOEEbasic electrical systemstelecommunications systemstroubleshootinginstallationdata configurationtechnical supportcustomer implementation
Soft Skills
customer-focusedteam-orientedproactiveself-directedexcellent communicationinterpersonal skillsanalytical skillsproject managementinitiativeattention to detail