Technical Account Manager

Description

Summary: Position will act as a central service resource for key account customers, acting as a liaison between customers and the service department. The Technical Account Manager (TAM) will be responsible for being aware of all service activities, issues, and projects within their defined customer accounts, as well as understanding and addressing customer requirements. The incumbent will be an active participant in the management of ongoing projects, service visits, periodic maintenance agreements, and quality issues to provide the most positive outcome possible for our customers.

Time Utilization: This position will travel up to 75% of the time including international travel.  Normal business hours are 8:00 am to 5:00 pm Central time. Schedule needs to be flexible to accommodate internal and external customers’ schedules. Must be able to travel with little notice as customer demands require.

Essential Duties and Responsibilities include the following.  Other duties may be assigned:

1. Work closely with Regional Management Teams (both Regional Sales Directors and Regional Service Supervisors) to ensure resources are deployed when and where needed in both the pre- and post-sales process.
2. Work closely with Key Account Salesperson to ensure the transition from sales into service responsibilities are as smooth as possible.
3. Provide customer feedback to Regional Service Director, Sales team, CSRs, Regional Service Supervisors, PM Team, and technical support teams to ensure customer satisfaction with Multivac products and services.
4. Serve as a hands-on Project Manager for assigned projects, as necessary.
5. Ability to handle changing priorities and multiple projects simultaneously required.
6. Be a technical resource for both internal and external stakeholders throughout the sales and service processes.
7. Communicate complex issues to internal and external customers.  Anticipate potential concerns or objections and shape communication messages to address them.
8. Travel to customer sites with little notice to ensure high profile immediate needs are met.
9. Create detailed reports that identify issues encountered in the field with a defined course of action for resolution and communicate this information to the appropriate cross-functional team(s), including the relevant Regional Service Director(s) and Regional Service Supervisors.
10. Work closely with Regional Service Directors, Regional Service Supervisors, Regional Schedulers, and Periodic Maintenance Schedulers to ensure that customer needs are being met.
11. Engaged in ensuring all quality issues are defined and resolved as quickly as possible.
12. Provide technical documentation and support to Field Service Technicians to better complete service agreements and requirements.
13. Maintain technical knowledge on current and emerging trends affecting the industry and related technology.

Education/Experience:

An Associate's Degree or equivalent technical school diploma in electrical or mechanical engineering or similar discipline and two years of experience servicing Multivac equipment; or an equivalent combination of education and experience,

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, technical documents, schematics, and other technical drawings. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of organization. Ability to effectively communicate complex technical concepts and details to a broad audience of associates and customers.

Math Ability: 

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel, as well as having working knowledge of database applications, ERP systems, and contact management systems.

Certificates and Licenses:

Current valid driver’s license and the ability to obtain a passport for travel as required by position.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is frequently exposed to work near moving mechanical parts. The associate is occasionally exposed to wet or humid conditions (non-weather); cold (non-weather) and heat (non-weather).

Physical Demands:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.  While performing the duties of this job, the associate is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The associate is frequently required to walk. The associate is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl.