Technical Account Manager

Technical Account Manager

Full-time | GemOne | Location – Olathe, Kansas 66062

GemOne is a TECH company within TVH Holding that aims at developing future-proof Smart Telematics solutions for optimal fleet performance management in multiple domains such as: track & trace, operational efficiency, security & safety and service & maintenance. We offer cloud-based solutions and the necessary hardware components to intelligently gather and enrich data of industrial equipment to streamline fleet management related processes.

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!

YOUR ROLE AND RESPONSIBILITIES

You’ll deliver short and long term projects that support the business strategy. This will involve:

• 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

We’re looking for someone who can come up with simple solutions to complex problems. To join us you need:

• 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).

WHAT’S IN IT FOR YOU

You’ll be part of a people-centric culture, where your well-being matters. Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar for dollar 401(k) match up to 6%. At our HQ, there’s an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers.

We also offer:

• Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses
• A great opportunity to grow personally and professionally in a scale-up environment with the backing of a large global corporation (TVH).

PEOPLE ARE AT OUR HEART

TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.

ABOUT TVH

TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.

TVH is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.