Technical Support Specialist Emea

il y a 2 semaines

Kortrijk, Belgique GemOne Temps plein

GemOne is a TECH company within the TVH Holding that aims at developing future-proof Smart Telematics solutions for optimal fleet performance management in multiple domains such as: track & trace, operational efficiency, security & safety and service & maintenance. We offer cloud-based solutions and the necessary hardware components to intelligently gather and enrich data of industrial equipment to streamline fleet management related processes.

To support our rapid market growth, GemOne is looking for a Technical Support Specialist EMEA.

As the Technical Support Specialist, you will be directly responsible for creating strategic technical relationships with our customers in the EMEA region. You will be at the forefront in ensuring that our customers achieve the full value of their telematics investment by proactively and consistently managing the needs and overall health of the relationship. You will have a passion for working with customers while helping them achieve tangible results. Your technical expertise will enable you to share industry and consultative best practices and technical guidance to our customers based upon your deep understanding of our solutions and their technical and operational needs. This position reports to the Operations Lead EMEA.

What you will be doing:

- Build long-term relationships with the stakeholders in your portfolio of assigned customers, and deeply understand their telematics strategy, goals, and plans.
- Proactively and consultatively monitor customer health, satisfaction, expansion opportunities, risks, and escalations.
- Help customers achieve their telematics technical objectives by delivering timely technical guidance, enablement, and best practices materials.
- Assist in optimizing and streamlining internal operations processes in close collaboration with your technical colleagues
- Be a product evangelist to your customer portfolio, educating them on new GemOne product features and product roadmap.
- Use data to monitor and identify adoption and utilization trends. Consultatively, identify areas for improvement and action in the customer portfolio
- Be the technical voice of the customer when engaging with internal teams.
- Lead all technical deliverables for assigned projects.
- Assist customers in the installation of telematics solutions.
- Provide Quality Control audits on hardware installation.

**Requirements**:

- Technical degree (or similar by experience) and at least 3+ years’ experience in technical customer-facing roles acting as a trusted advisor
- You are happy to travel and assist customers on site in the EMEA region to meet customers’ needs on a frequent basis.
- A deep understanding and demonstrated experience in technical account management or customer success
- A customer-first and hands-on mindset with the energy and problem-solving skills to address technical challenges and help customers achieve their business and technical objectives.
- Experience in project or program management; able to track and manage the moving parts of multiple parallel projects.
- A team player with a flexible attitude, but also a self-motivated individual who can work with mínimal supervision by consistently taking the initiative to get things done
- Excellent communication skills. Ability to set expectations and communicate goals and objectives with customers at various levels.
- You are internationally oriented and fluent in English. Knowledge of any other language is a plus: French, Dutch, German, Italian.
- Experience with SaaS (software as a service) platforms and services, their adoption, integration, and ongoing use is nice to have.

**Benefits**
- A great opportunity to grow personally and professionally in a scale-up environment with the backing and certainty of a large global corporation (TVH).
- You’ll be part of a dynamic team, where initiative and entrepreneurship are highly valued.
- You’ll join an innovative, collaborative, technical and international environment where you have the exciting opportunity to help shape the future of GemOne.
- A learning environment with numerous opportunities for personal development, through i.e. permanent guidance and professional (internal/external) training courses.
- A flexible work arrangement, with the ability to manage your own time.
- An attractive salary package with extra-legal benefits such as meal vouchers, group & hospitalization insurance, iPhone, company car, and fitness membership.

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