Enterprise Technical Account Manager

Position summary
Serve as the primary operational and customer-facing contact for assigned SmartTrace Enterprise and strategic facilities. Based in the SmartTrace control room, this professional role combines active heat-tracing system management, customer coordination, technical troubleshooting, structured after-hours escalation and support of technical sales activities.
Key responsibilities
• Own service delivery and ongoing relationships for assigned facilities; maintain regular contact with customer maintenance, planning, scheduling, engineering and management teams.
• Monitor SmartTrace alarms, trends, controller and communications health; investigate exceptions, prioritize action and coordinate customer follow-up rather than only forwarding alarm notifications.
• Manage the lifecycle of identified issues from detection through customer work orders, resolution and verification; coordinate 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 professional customer service reviews and demonstrations from the SmartTrace control room; clearly present 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.
Required qualifications
• Hands-on industrial heat-tracing knowledge, including typical failure modes, electrical/controllers 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.
Preferred background
• 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.
Measures of success
• Timely alarm triage, customer communications, escalation and issue closure against service commitments.
• Quality and completion of maintenance follow-up, customer work orders, asset records and reporting.
• Customer satisfaction, retention, adoption and successful service reviews or demonstrations.
• Identification and handoff of credible SmartTrace, heat-tracing material and field-service expansion opportunities.
Additional requisition notes
This is a hands-on service delivery and customer ownership role, not a conventional call-centre position. On-call expectations and any related compensation should be established through HR policy; a single employee is not assumed to provide continuous 24/7 coverage.