Note: The job is a remote job and is open to candidates in USA. IBA is a global leader in cancer care technology, dedicated to protecting, enhancing, and saving lives. As a Technical Account Manager, you will be the primary point of contact for customers, ensuring satisfaction and operational excellence through proactive engagement and coordination.
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
- 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
- Proficiency in Spanish highly desired
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
Company H1B Sponsorship