Overview
who we are: guidewheel is on a mission to empower all the world's factories to reach sustainable peak performance. We illuminate blind spots at scale by reading the machine electrical heartbeat with a sensor on the power draw, enabling manufacturers to improve productivity and reduce energy cost and emissions. We are founded out of stanford and backed by investors including greycroft, breakthrough energy ventures, blackrock and temasek's decarbonization partners fund. Guidewheel is scaling fast, already successful with 300+ manufacturers including johnson & johnson, general motors, and coca-cola femsa, and recognized by the world economic forum as a top company poised to change business and society. We value diversity, a growth mindset, and results.
check us out here:
* what is guidewheel?
* series b: led by blackrock and temasek's decarbonization partners
* what do guidewheel customers have to say?
* from our ceo: lauren dunford
role title
technical account manager (mexico) – remote-first. This role is based in mexico and supports customers in north american time zones. It requires exceptional customer-facing communication via remote technology and the ability to understand a customer's business, troubleshoot technical issues, and explain technology to all users.
what you’ll do
guidewheel is in an exciting growth phase, and providing superb technical support to customers is vital to our mission. The technical account manager will launch and support customers to successfully implement and derive value from guidewheel.
success in this role will be measured by:
* time to successful implementation after sales
* resolution of customer technical issues
* guidewheel customer satisfaction, as measured by net promoter score (nps)
responsibilities include:
* assessing the customer's current machine infrastructure
* preparing and ordering equipment for guidewheel installation
* guiding customers through installation
* initial configuration and data checks within guidewheel
* ensuring data accuracy with the customer and adjusting as needed
* troubleshooting installation to determine root cause for inaccurate readings or poor signal
* configuring additional users, implementing best-practice settings, and auditing thresholds
* working with customer success for a smooth handoff
* ad hoc troubleshooting of system configurations and implementing new feature upgrades
* building and improving installation, troubleshooting, and best-practices documentation
to be successful, you will need a deep understanding of guidewheel's technology and installation strategy, strong ongoing relationships, robust customer communication, proactive solutions, and technical skills to meet customer needs. This role offers growth opportunities with the company.
what you do
* own technical functionality and success of the guidewheel platform for customers
* oversee technical implementation of new customer accounts
* provide support for technical setup, inquiries, and issues for customers and the guidewheel team
* field customer support tickets and serve as the main technical point of contact for support
* troubleshooting iot hardware, connectivity, or web-based app as needed
support customers in getting value from the guidewheel platform
* share technical expertise in demos or trainings as needed
* help define how customers can use the guidewheel system to gain value
* perform health scans to proactively identify issues or opportunities
* collaborate with product and customer success on improving guidewheel’s technology
onboarding and customer journey
* define onboarding and ongoing support, including training, communication touchpoints, and release updates
* represent the voice of the customer to inform sales, support, and product roadmap
* manage direct and regular customer communication across users
requirements
* 1–3 years of operational experience in factories, including process improvement, pareto principle, and oee
* located in mx
* entrepreneurial attitude and willingness to work with customers in a fast-growing team
* ability to see the big picture and follow up on details
* team-oriented, proactive, and self-directed with cross-functional project experience
* customer-focused with strong communication skills across factory roles
* ability to prioritize, take initiative, and manage multiple projects
* excellent interpersonal, analytical, and communication skills with stakeholders in factories
* willingness to embrace feedback and build a positive culture
* experience with basic electrical and telecommunications systems
* ability to travel >75%, including local and international travel
nice to have
* bachelor’s degree in electrical engineering or related field, or 4+ years related experience
* background knowledge of manufacturing operations
* familiarity with design thinking tools
* startup environment experience
* saas / paas or big data experience
* background and training in ict
* microsoft excel experience
* data analytics skills
* ability to read electrical diagrams
perks & benefits
* fair and equitable pay; for candidates outside the us, compensation reflects local market trends
* 100% remote culture
* flexible pto policy
* generous equity
* health benefits from day one
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