Enterprise Technical Account Manager

Chemelex • Edmonton, AB

6d • $85,000 - $107,238

About The Position

Serve as the primary operational and customer-facing contact for assigned SmartTrace Enterprise and strategic facilities. Based in the SmartTrace control room, this hands-on professional role combines active heat-tracing system management, customer coordination, technical troubleshooting, structured after-hours escalation, and support of technical sales activities. The role is focused on service delivery and customer ownership, rather than conventional call-centre work.

Requirements

• Hands-on industrial heat-tracing knowledge, including typical failure modes, electrical and controller troubleshooting, and practical site maintenance processes.
• Experience working with customer CMMS/work order platforms such as SAP PM and/or IBM Maximo.
• Understanding of industrial communications and systems integration, including RS-485, Modbus, Ethernet/TCP-IP, and wireless or gateway-based networks.
• Strong customer service, relationship-management, and professional presentation skills, with the ability to translate technical issues into clear actions.
• Ability to independently prioritize multiple facilities, document actions, follow issues to closure, and collaborate with internal and customer teams.
• Willingness to travel when needed and participate in scheduled after-hours on-call support.

Nice To Haves

• Prior use or administration of SmartTrace or comparable industrial monitoring/asset management platforms.
• Electrical, instrumentation, maintenance, engineering technology, or industrial reliability background.
• Experience preparing operations reports, working with SCADA/DCS interfaces, or supporting remote industrial sites.

Responsibilities

• Own service delivery and ongoing relationships for assigned facilities, maintaining regular contact with customer maintenance, planning, scheduling, engineering, and management teams.
• Monitor SmartTrace alarms, trends, controller health, and communications health; investigate exceptions, prioritize actions, and coordinate customer follow-up.
• Manage identified issues from detection through customer work orders, resolution, and verification, coordinating with site teams and Chemelex technical and field-service resources.
• Use and support customer work management processes, including SAP and IBM Maximo notifications, work orders, asset records, priorities, and close-out follow-up.
• Support SmartTrace configuration, data quality, site metadata, alarm rules, reporting, and data integration; diagnose common controller, heat-tracing, and communications problems.
• Lead customer service reviews and demonstrations from the SmartTrace control room, presenting system status, recommended actions, service performance, and opportunities.
• Participate in a defined after-hours on-call rotation to respond to customer requests and escalated technical issues under applicable response procedures and service commitments.
• Support pre-sales discovery, technical demonstrations, pilots, and expansion conversations; identify opportunities for SmartTrace, heat-tracing materials, field services, repairs, and projects.
• Help standardize control room workflows, escalation procedures, customer documentation, reporting, and continuous-improvement practices as the Enterprise portfolio grows.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed