Technical Account Manager

Stanley Black & Decker, Inc. • Marietta, GA

18h • Hybrid

About The Position

Technical Account Managers (TAMs) are responsible for enhancing the relationship, growth, and issue resolution between the customer and CribMaster. TAM’s are the customer liaison for all post sales activities within CribMaster for their assigned accounts. A deep knowledge of CribMaster’s software and hardware offerings is required. TAM’s also facilitate critical projects such as hardware conversions and large-scale upgrades at multiple sites. They must have a can-do attitude and be a self-starter.

Requirements

• Bachelor’s Degree or equivalent experience and two years of work experience.
• Demonstrated ability to troubleshoot software and hardware over the phone, or via e-mail.
• Grasp technical software and hardware concepts and learn quickly.
• Experience and ability to work on his/her own without direct supervision
• Be able to make independent decisions on best way to solve problems for end users.
• Have outstanding customer relationship experience and skills
• Communicate effectively, explaining things in a logical manner, maintaining a professional demeanor.

Nice To Haves

• Experience with SQL, Access, MSSQL, and Excel.
• Familiarity with manufacturing and inventory a plus.
• Working experience with Salesforce.
• Understand how CribMaster or inventory management software is used in a manufacturing environment.

Responsibilities

• Review defects and enhancements with team.
• Regularly scheduled time with customer helpdesk to understand Customer processes, needs, and close support gaps with CribMaster.
• Awareness of all professional services, implementations, and projects that are contracted through CM by customer.
• Serve as an escalation point on for Technical Services.
• Act as lead for large customer projects when required.
• Weekly call with Customer Account Manager\Sales Manager to review planned shipments, current orders and any related order management or processing issues.
• Single point of contact for all production issues.
• Ensure that Quality Cases and or RMAs are created when necessary and represent issues with CribMaster’s Quality Team and Production Management Teams.
• Ensure that all customer defects and enhancement requirements are understood for development.
• Provide progress of customer’s defects and enhancements to the customer team.
• Manage scorecard of internal processes at CribMaster and implement continuous improvement action plans to advance CribMaster\Customer relationships.

Benefits

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement
• Programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.
• Competitive salary
• Comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree