Note: The job is a remote job and is open to candidates in USA. IBA Proton Therapy is a global leader in cancer care technology, dedicated to developing innovative solutions for diagnostics and treatment. The Technical Account Manager will serve as the primary contact for customers, ensuring satisfaction and operational excellence while promoting continuous improvement through proactive engagement and collaboration with internal teams.
Responsibilities
- Serve as the main contact for assigned customers, ensuring a proactive, positive, and solution-driven relationship
- Organize regular meetings with customers to review system performance, gather feedback, and identify improvement opportunities
- Ensure all customer inquiries and service tickets are followed up and resolved in a timely manner
- Escalate critical issues appropriately and coordinate resolution across departments
- Coordinate preventive and corrective maintenance services, ensuring deliverables meet contractual commitments
- Monitor and report on key service performance indicators (e.g., downtime, remote support efficiency)
- Identify and document non-contractual services provided and ensure proper communication and billing
- Collect and analyze customer feedback through surveys and regular calls, sharing insights with internal teams
- Detect and track recurring issues, working with relevant departments (Engineering, Product, Sales, etc.) to implement long-term solutions
- Collaborate with the Customer Success Team to refine tools and processes based on field experience
- Identify potential commercial opportunities within the installed base and share leads with the Sales team
- Support strategic planning by establishing KPIs for the installed base and monitoring progress
- Maintain strong working relationships with third-party suppliers to ensure service continuity and quality
Skills
- Bachelor's degree in engineering or a related field
- Experience managing projects in an international and multicultural industrial environment
- Familiarity with Microsoft Office, project management tools, and ideally SAP
- Excellent communicator fluent in English required; proficiency in Spanish highly desired
- Able to drive change with strong interpersonal and communication skills
- Customer-focused mindset with a proactive, solution-oriented approach
- Analytical, organized, and capable of working independently
- Flexible and resilient under pressure, with excellent planning and time management skills
- Technically curious and eager to stay up-to-date with a variety of industrial technologies
Benefits
- Profit sharing
- Time-based compensation
- “above & beyond” award
- Referral rewards
- Life & AD&D Insurance (1x annual salary)
- Short/Long-Term Disability (80% / 60% of pay)
- Medical, Dental, Vision premium subsidies
- Health Savings Accounts / Health Reimbursement Accounts contributions
- Wellness incentives (up to $500/year)
- 401(k) match (up to 4%)
- 10 weeks full paid Parental Leave
- Paid time off: 7 personal + 10 PTO days (first year)
- Tuition reimbursement & development support
- Emergency travel & employee assistance
- Voluntary Life Insurance
- Pre-paid Legal
- Flexible Spending Accounts
Company Overview