Technical Account Manager

Jobtailor; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Jobtailor is seeking a seasoned Field Service/Customer Support professional to work with engineering, sales, and production teams to support customers in Mumbai. You will introduce service programs, conduct reviews, resolve escalations, and coordinate with engineering to drive resolutions, including on-site integration.

The role requires a bachelor’s degree in engineering, 5+ years in engineering or IT, fluency in English, strong communication, and willingness to travel up to 25%.

Qualifications

• Bachelor’s degree in engineering or another technical field.
• At least five years of experience in the engineering or IT industry.
• Strong background working with x86-based products.
• Must be punctual and detail-oriented; fluent in English.
• Excellent communication (both oral and written) and interpersonal skills.
• Excellent troubleshooting and problem-solving skills.
• Ability to work efficiently under pressure as many escalated issues are urgent and unexpected.
• Familiarity with Linux and virtualization is a plus.

Responsibilities

• Work closely with engineering teams, sales, RMA department, production, and various internal and external organizations to support customers.
• Introduce service programs to customers and conduct periodic or on‑demand operations reviews.
• Resolve issues and challenges escalated by the help desk and field engineers; if additional escalation is required, coordinate with engineering teams to drive resolution.
• Monitor assigned accounts to ensure service cases do not fall into gaps and are followed up in a timely manner. This position will manage primarily one very large customer, so significant experience is required.
• Gather and compile technical support documentation for training help desk and field engineers.
• Manage escalations from customers and direct them appropriately.
• Visit customers to understand their requirements and present service solutions, often accompanied by sales.
• Plan and coordinate onsite integration activities.
• Ability to lift up to 40 lbs and utilize a buddy system for products weighing more than 50 lbs.
• Travel is required (up to 25%).

Skills

Fluent English

Communication skills

Customer focus

Education

Bachelor's degree in engineering

Tools

Linux

Virtualization

Job description

Responsibilities

• Work closely with engineering teams, sales, RMA department, production, and various internal and external organizations to support customers.
• Introduce service programs to customers and conduct periodic or on‑demand operations reviews.
• Resolve issues and challenges escalated by the help desk and field engineers; if additional escalation is required, coordinate with engineering teams to drive resolution.
• Monitor assigned accounts to ensure service cases do not fall into gaps and are followed up in a timely manner. This position will manage primarily one very large customer, so significant experience is required.
• Gather and compile technical support documentation for training help desk and field engineers.
• Manage escalations from customers and direct them appropriately.
• Visit customers to understand their requirements and present service solutions, often accompanied by sales.
• Plan and coordinate onsite integration activities.
• Ability to lift up to 40 lbs and utilize a buddy system for products weighing more than 50 lbs.
• Travel is required (up to 25 %).

Requirements

• Bachelor’s degree in engineering or another technical field.
• At least five years of experience in the engineering or IT industry.
• Strong background working with x86‑based products.
• Must be punctual and detail‑oriented; fluent in English.
• Excellent communication (both oral and written) and interpersonal skills.
• Excellent troubleshooting and problem‑solving skills.
• Ability to work efficiently under pressure as many escalated issues are urgent and unexpected.
• Familiarity with Linux and virtualization is a plus.

Core Competencies

Demonstrates strong technical support and customer management capabilities, with a focus on troubleshooting, problem‑solving, and effective communication. Proven ability to manage escalations and coordinate service solutions for large accounts in the engineering or IT industry.