WMS Technical Account Manager

Interlake Mecalux designs, develops, and implements its own Warehouse Management System (WMS): EasyWMS.  We are seeking a WMS Technical Account Manager to join our WMS Operations team in Atlanta, GA. 

Once EasyWMS has been implemented and the project is completed, customers need ongoing support to ensure the system continues to operate reliably and provide value to their warehouse operations.

The Technical Account Manager (TAM) is responsible for supporting customers in three key areas:

1. Customer Support: Help customers as they continue learning and using EasyWMS in their daily operations.
2. Issue Resolution: Coordinate the investigation and resolution of software and system issues.
3. Continuous Improvement: Gather customer feedback, identify recurring issues and improvement opportunities, and help translate them into actions that improve EasyWMS and the customer experience.

The TAM acts as the main communication link between the customer, the U.S. support team, and technical teams in Spain.

Responsibilities:

1. Customer Support & Incident Management

• Attend the Technical Support Hotline when customers need to speak directly with the Mecalux support team.
• Understand the customer's issue and ensure that a support ticket is properly created.
• Troubleshoot low-severity issues when possible.
• Escalate higher-severity issues to the appropriate technical team and ensure someone is actively working on the problem.
• Monitor open tickets and ensure issues are progressing according to the applicable SLA.
• Help prioritize issues based on their impact on warehouse operations.
• Conduct recurring meetings with customers to review open issues and their progress.
• Act as the main communication contact during high-priority incidents.
• Provide clear and timely updates to customers and internal stakeholders during active incidents.
• Maintain accurate records of incidents, root causes, and corrective actions.
• Coordinate communication between U.S. customers and technical resources in Spain to ensure clear and effective communication.

2. Technical Support Coordination

• Coordinate software patches, configuration changes, system updates, and other technical activities.
• Help investigate recurring software or service failures and identify their root causes.
• Identify process changes that can prevent issues from recurring or reduce their impact when they cannot be completely avoided.
• Follow up on corrective actions until they are fully implemented.

3. Change Request Management

• Manage the implementation of customer Change Requests.
• Coordinate the administrative process in SAP.
• Schedule work with internal technical teams and customers.
• Follow up on implementation progress.
• Evaluate the impact of changes after implementation.

4. Customer Relationship & Continuous Improvement

Through regular customer meetings, ticket analysis, and operational feedback:

• Monitor customer satisfaction with EasyWMS.
• Monitor customer satisfaction with the Remote Support service.
• Identify recurring issues and support trends.
• Identify opportunities to improve customer processes and the EasyWMS product.
• Gather customer feedback and translate it into actionable product improvement opportunities.

• Bachelor's degree in Information Technology, Supply Chain, Business, Engineering, or a related field.
• English: At least C2 proficiency.
• Spanish: At least C2 proficiency.
• Good understanding of warehouse operations and distribution center processes.
• Professional communication skills, with a customer-focused mindset.
• Strong organizational and time-management skills with the ability to multi-task and problem-solve in high-pressure situations
• Previous related experience is preferred.
• Previous exposure to WMS, ERP, or supply chain software is preferred.
• Knowledge of SQL and database troubleshooting is preferred.
• Previous exposure to Windows Server and Virtualized Server environments is preferred.
• ERP, APIs and middleware integrations is preferred.
• Previous exposure to ticketing systems such as Jira, Zendesk, or ServiceNow is preferred.
• Abitlity and willingness to work out of our Atlanta, GA office with 1 day per week of telework.