WMS Customer Success & Incident Lead

Mecalux; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Mecalux is seeking a Technical Account Manager in Atlanta to support EasyWMS customers, ensuring reliable operations and value in daily warehouse processes. You will handle incident management, coordinate software patches and changes, and drive continuous improvement by collecting feedback and translating it into actionable product enhancements.

Fluency in English and Spanish, and a solid understanding of warehouse workflows, are essential.

Qualifications

• Bachelor's degree in IT, supply chain, business, engineering, or related field.
• English and Spanish at C2 proficiency.
• Strong understanding of warehouse operations and distribution center processes.
• Professional communication with a customer-focused mindset.
• Strong organizational and time-management skills with the ability to multi-task and problem-solve in high-pressure situations.
• Experience with WMS, ERP, or supply chain software is preferred.
• Knowledge of SQL and database troubleshooting is preferred.
• Experience with ticketing systems (Jira, Zendesk, ServiceNow) is preferred.

Responsibilities

• Customer Support & Incident Management: Attend the Technical Support Hotline and manage tickets, escalate high-severity issues, and communicate updates to stakeholders.
• Technical Support Coordination: Coordinate software patches, configuration changes, system updates, and technical activities.
• Change Request Management: Manage implementation of customer Change Requests, coordinate SAP processes, and follow up on progress.
• Customer Relationship & Continuous Improvement: Monitor satisfaction, identify recurring issues, gather feedback, and translate into product improvements.

Skills

Customer communication

Incident management

Change management

Technical coordination

ERP familiarity

SQL basics

English proficiency

Spanish proficiency

Education

Bachelor's degree in Information Technology, Supply Chain, Business, Engineering, or a related field

Tools

Jira

Zendesk

ServiceNow

SAP

SQL

Windows Server / Virtualized Server environments

Job description

Mecalux is seeking a Technical Account Manager in Atlanta to support EasyWMS customers, ensuring reliable operations and value in daily warehouse processes. You will handle incident management, coordinate software patches and changes, and drive continuous improvement by collecting feedback and translating it into actionable product enhancements.

Fluency in English and Spanish, and a solid understanding of warehouse workflows, are essential.