WMS Technical Account Manager (TAM) - Atlanta, GA

Interlake Mecalux, Inc.; Atlanta (GA); Ibrido; USD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive compensation

401(k) plan with company match

Paid Holidays & PTO

Health benefits (BCBS)

Career development opportunities

Descrizione del lavoro

Interlake Mecalux, Inc. is seeking a WMS Technical Account Manager (TAM) to support customers after EasyWMS implementation, ensuring reliable operation and continuous value. You will act as the main liaison among customers, the U.S. support team, and Spain-based engineers, handling incident management and escalation.

The role emphasizes customer relationship, issue resolution, and driving continuous improvement in EasyWMS and customer processes within a warehouse operations context.

Competenze

• 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 situations.

Mansioni

• Provide ongoing customer support and incident management for EasyWMS post-implementation.
• Coordinate investigation and resolution of software and system issues.
• Gather customer feedback and translate into actionable product improvements.
• Act as main communication link between customers, US support, and Spain-based technical teams.
• Coordinate software patches, configuration changes, and system updates.
• Manage customer Change Requests and SAP administrative processes.
• Maintain records of incidents, root causes, and corrective actions.

Conoscenze

Customer support

Incident management

Communication

Time management

Multitasking

Problem solving

Formazione

Bachelor's degree in IT/SC/Business/Engineering

Strumenti

Jira

Zendesk

ServiceNow

SQL

Windows Server

ERP integrations

APIs & middleware

Descrizione del lavoro

Job offer: WMS Technical Account Manager (TAM)

Department:

Software

Location:

Atlanta, GA

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 Management

• Attend 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 Coordination

• Coordinate 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 Management

• Manage 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 Improvement

• Through 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 situations
• Previous 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.

Interlake Mecalux offers:

• Competitive compensation.
• Become part of an industry leading dynamic team with a high focus on delivering results and continuous improvement.
• 401(k) plan with a generous company match; 100% vested immediately upon contributing and no waiting period to start participating.
• Paid Holidays and Paid Time Off with the option to cash out unused PTO every year.
• Blue Cross Blue Shield medical insurance plans, along with dental and vision benefits.
• Opportunities for career development and advancement; specialize in specific areas or gain new skills in different departments.