Technical Account Lead

Major Duties and Responsibilities:

· Responsible for all technical inquiries from Sales and Customer Service.

· Work in conjunction with customer service, programming, and shop floor key personnel as necessary to ensure job functions and/or demands are properly understood and met.

· Template products to ensure customer design is consistent with their requirements.

· Ensure templates are consistent with process and machine requirements.

· Design new hardware/parts drawings in SolidWorks as required.

· Work with Technical Support Engineer on required projects.

· Serve as a point of contact for some key accounts.

· Participate in training as required.

· Ensure workflow assignment of accounts within the Technical Account Managers to optimize efficiency.

· Monitor and manage completion of daily tickets from Fresh Desk (Intake System) to ensure orders are being entered accurately and within a timely manner.

· Monitor and manage the month-to-month reviews of accounts, to gauge and understand account activity such as but not limited to declines, inactivity, increases, steady but no growth, account on hold. Understanding these changes, is it seasonal, a promo, lead time, quality concerns, space issues, terms of payment, are they aware of the company’s product availability.

· Ensure that credit notes and returned goods are issued in accordance with company policies. Monitor and manage credit notes issued, to determine habitual patterns, order entry issue, damaged goods, sent incorrect parts, etc. Manage by communicating the patterns and addressing as appropriate.

· Review shipping dates by customers to ensure orders being produced are meeting shipping deadlines. Respond appropriately to any issues that are not aligned with lead times provided.

· Participate and provide training as appropriate.

· Ensure management of all technical inquiries is addressed timely and professionally.

· Collaborate with other departments such as programming, shop floor loader, and operations manager to ensure job requirements are understood and met.

· Ensure to monitor and manage the accounts that are on hold. Hold accounts are not to be entered and or produced on the shop floor until clarence is provided that the account is in good standing to proceed.

· Ensure consistency in product templates to meet customer design specifications. All templates are to be approved by the Engineering Manager.

· Work on projects as directed by the Engineering Manager, i.e. templating and hardware.

· Provide in-depth technical consultation to clients, leveraging a strong understanding of hardware and software solutions to address their specific needs.

· Utilize knowledge of programming languages and template frameworks to assist clients in developing, customizing, and deploying their solutions.

· Create and maintain comprehensive technical documentation, including user guides, integration manuals, and best practices for clients.

· Perform additional duties as assigned.

Knowledge, Skills and Abilities

Knowledge and experience in SolidWorks

Knowledge of Microsoft Word, Microsoft Access, Microsoft Excel, Power Point

and Outlook

Ability to perform projects with a high level of accuracy (i.e., entering and processing information)

Ability to effectively manage projects.

Ability to read, write, understand, and communicate effectively in English.

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

Schedule:

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Monday to Friday

Work Location: In person