Technical Account Manager

Location: London, Ontario, Canada

Department: London, ON

Type: Full Time

Min. Experience: Experienced

Autodata Solutions is looking for a Technical Account Manager for their London, Ontario office!

 

Autodata Solutions is a consulting, technology services and business process outsource company dedicated to the automotive industry. Founded in 1990, it is our mission to provide solutions that increase the effectiveness of the automotive sales chain and help put vehicles in consumers' driveways. Clients benefit from the expertise we have gained from our singular focus on the automotive sector as well as 26 years of successful client engagements.

 

Position Overview:

The Technical Account Manager (TAM) ensures quality service and operational performance within the parameters of program and delivery standards. Maintains client relationship and understanding of client business and products to support service needs and delivery through the use of phone, email and in some cases on site with Account Directors. Drives use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business. Incumbents provide post-sale support including ordering, pricing, scheduling and support.

 

Key Responsibilities:

Customer Service

  • Support VAR, Fleet and OEM related services, field incoming help requests from end users via telephone, e-mail and trouble ticket system
  • Document all pertinent end user identification information, including name, department, contact information as well as qualifying details and descriptions of problems or issues
  • Prioritize and schedule problems and escalate problems when required based on severity.

Problem Resolution

  • Investigate, diagnose, research, correct, and/or redirect discrepancies that could be technical in nature, auto industry specific, contractual or administrative in nature
  • Troubleshooting company and client systems, assessing and preliminary diagnosis of reported issues.
  • Document all client interactions, product defects and suggestions in CRM, ticket system or other appropriate locations.
  • Notify clients and internal teams of changes, releases, outages or general maintenance of various systems.
  • Report process failures, suggest or make improvement recommendations to the appropriate audience such as functional teams, leads, or managers. 
  • Post Mortem – participation in developing root cause/potential process fix
  • Consulting on workflow and process flows where needed on a regular basis.   

Account Management

  • Responds to customer inquiries to introduce service functionality and integration, onboarding requirements, and expectation setting.
  • Recognizes new business opportunities and informs Account Directors of potential sales opportunities

 

Qualifications:

  • Excellent interpersonal, verbal and written communication skills along with an outgoing and enthusiastic personality.
  • Superior analytical and organizational skills and demonstrated ability to pay attention to details
  • High level of tact, professionalism, diplomacy and negotiation skills required at all times
  • Ability to work in a fast-paced, rapidly changing environment where high client expectations exist.
  • Working knowledge of SQL, SoapUI, WSDL and web service calls and responses
  • Proven working knowledge of PC and Web, Windows environments, including installing, uninstalling, and configuring applications
  • Ability to create reports on a variety of mediums such as ticket systems, Word, Excel, SQL, or internal proprietary tools.
  • Post-secondary education and ITIL certification an asset
  • Understanding of Boolean logic, vehicle data entry and management is an asset
  • Must be available to work flexible shifts: Mon – Fri. 8am – 8pm EST, including statutory holidays with possible additional overtime

 

Why work with us?  Well here are some of the reasons we think we’re pretty great:

  • Been around for 26 years & nominated as a ‘Great Place to Work’ several times
  • Over 300 technical minds to collaborate with daily right here in London
  • Monthly catered breakfasts, holiday events and other out of office events including summer BBQs, golf tournaments, skating and ice hockey
  • An active Wellness Committee that organizes corporate volleyball, soccer and softball teams, monthly on-site massage, kickboxing, indoor rock climbing, art/painting classes, Escape Room and lunch and learns
  • Ongoing community outreach helping Toys for Tots, the United Way, Girls Rock I.T., Explode Conference, our corporate charity: Families in Need and other local programs
  • Employee discounts on vehicles and accessories available through select clients
  • Training and educational incentives for continued career growth
  • Bake Sales, Raffles, Auctions and free coffee!

 

For more information about Autodata, please visit our company website at www.autodata.net

We thank all applicants for their interest however only those selected for an interview will be notified.  Autodata Solutions is an equal opportunity employer.  We are compliant with AODA legislation; if you require work related accommodations, please specify.

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