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Open nowPosted 2 days ago

Enterprise Technical Account Manager

Chemelex72 open roles

Where
Edmonton, AB, Canada
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Your applicationOpen nowEnterprise Technical Account ManagerChemelex · Edmonton, AB, Canada

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. Chemelex postings stay open a median of 21 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted 2 days ago

Chemelex median: 21 days open

The posting

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.

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