Technical Account Manager - Parcel Automation

Irving, TX, US Atlanta, GA, US Remote work, US

Job

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The Technical Account Manager (TAM) serves as the primary technical and commercial point of contact for customers throughout the lifecycle of parcel automation and material handling solutions, from pre-sales engagement and solution development through deployment, ongoing support, and account expansion. As a trusted advisor and subject matter expert in automated parcel sortation systems and material handling equipment (MHE), the TAM provides strategic technical guidance, aligns solutions with customer operational goals, and identifies opportunities for system optimization, modernization, and growth.

This role is responsible for fostering strong customer relationships, ensuring successful solution adoption, and supporting business development efforts that drive customer satisfaction, retention, and revenue growth. The ideal candidate has experience in technical account management, sales engineering, parcel automation, system integration, or material handling environments, with a proven ability to translate complex operational requirements into value-driven solutions in a customer-facing role.

• Serve as the primary technical advisor and trusted point of contact for strategic customer accounts, providing expertise on parcel sortation systems while developing and maintaining strong, long-term relationships with key stakeholders.
• Conduct regular business reviews and system performance assessments, analyzing key performance indicators (KPIs) such as throughput, read rates, mis-sort rates, system availability, and downtime to identify optimization opportunities and drive continuous improvement.
• Partner with customer engineering and operations teams to develop recommendations for system optimization, preventive maintenance, equipment upgrades, retrofits, software enhancements, and future expansion initiatives that improve operational performance.
• Drive customer satisfaction, retention, and account growth through proactive engagement, value-based consulting, issue resolution, and the identification of opportunities that align with customers' operational and business objectives.
• Support sales engineering and business development activities by collaborating with internal stakeholders to identify customer requirements, evaluate operational constraints, review system designs, and deliver technical presentations, demonstrations, and solution workshops.
• Assist in the development of technical proposals and business cases, including responses to RFPs/RFIs, solution recommendations, ROI analyses, modernization plans, system integrations, service agreements, and technology upgrade opportunities.
• Act as a cross-functional liaison and customer advocate, translating complex operational requirements into clear technical specifications for internal engineering, project delivery, and support teams while managing escalations and ensuring effective issue resolution.
• Monitor emerging industry trends and technologies such as automation, AMR/AGV integration, vision-based sorting, and AI-driven solutions, while supporting commissioning activities, site acceptance testing, and system performance validation to ensure successful customer outcomes.

• Exceptional verbal and written communication skills, with the ability to effectively present technical and business information to customers, stakeholders, and executive leadership.
• Strong relationship-building and customer service skills, with a proven ability to establish trust, influence decision-making, and resolve issues professionally.
• Demonstrated ability to manage multiple priorities, balance competing deadlines, and deliver results in a fast-paced environment.
• Proven experience collaborating with cross-functional teams, including engineering, operations, sales, and project management, to achieve customer and business objectives.
• Strong technical troubleshooting, systems analysis, and problem-solving capabilities, with the ability to identify root causes and implement effective solutions.
• Financial and commercial acumen,…