WMS Technical Account Manager (TAM)

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

Once EasyWMS has been implemented and the project is completed, customers need ongoing support to ensure the system continues to operate reliably and provide value to their warehouse operations.The Technical Account Manager (TAM) is responsible for supporting customers in three key areas:Customer Support: Help customers as they continue learning and using EasyWMS in their daily operations.Issue Resolution: Coordinate the investigation and resolution of software and system issues.Continuous Improvement: Gather customer feedback, identify recurring issues and improvement opportunities, and help translate them into actions that improve EasyWMS and the customer experience.The TAM acts as the main communication link between the customer, the U.S. support team, and technical teams in Spain.Responsibilities:1. Customer Support & Incident ManagementAttend the Technical Support Hotline when customers need to speak directly with the Mecalux support team.Understand the customer's issue and ensure that a support ticket is properly created.Troubleshoot low-severity issues when possible.Escalate higher-severity issues to the appropriate technical team and ensure someone is actively working on the problem.Monitor open tickets and ensure issues are progressing according to the applicable SLA.Help prioritize issues based on their impact on warehouse operations.Conduct recurring meetings with customers to review open issues and their progress.Act as the main communication contact during high-priority incidents.Provide clear and timely updates to customers and internal stakeholders during active incidents.Maintain accurate records of incidents, root causes, and corrective actions.Coordinate communication between U.S. customers and technical resources in Spain to ensure clear and effective communication.2. Technical Support CoordinationCoordinate software patches, configuration changes, system updates, and other technical activities.Help investigate recurring software or service failures and identify their root causes.Identify process changes that can prevent issues from recurring or reduce their impact when they cannot be completely avoided.Follow up on corrective actions until they are fully implemented.3. Change Request ManagementManage the implementation of customer Change Requests.Coordinate the administrative process in SAP.Schedule work with internal technical teams and customers.Follow up on implementation progress.Evaluate the impact of changes after implementation.4. Customer Relationship & Continuous ImprovementThrough regular customer meetings, ticket analysis, and operational feedback:Monitor customer satisfaction with EasyWMS.Monitor customer satisfaction with the Remote Support service.Identify recurring issues and support trends.Identify opportunities to improve customer processes and the EasyWMS product.Gather customer feedback and translate it into actionable product improvement opportunities.Bachelor's degree in Information Technology, Supply Chain, Business, Engineering, or a related field.English: At least C2 proficiency.Spanish: At least C2 proficiency.Good understanding of warehouse operations and distribution center processes.Professional communication skills, with a customer-focused mindset.Strong organizational and time-management skills with the ability to multi-task and problem-solve in high-pressure situationsPrevious related experience is preferred.Previous exposure to WMS, ERP, or supply chain software is preferred.Knowledge of SQL and database troubleshooting is preferred.Previous exposure to Windows Server and Virtualized Server environments is preferred.ERP, APIs and middleware integrations is preferred.Previous exposure to ticketing systems such as Jira, Zendesk, or ServiceNow is preferred.