Technical Account Manager

Job Overview

Monitor and manage the technical health and performance of solutions for assigned customer accounts, proactively optimizing solutions and reducing technical support incidents, with a main focus on the Småland, Östergötland, Mälardalen, Stockholm, and Jönköping regions. Serve as the key point of contact for technical issue resolution and solution enhancement.

Responsibilities

• Proactively identify and mitigate technical risks, and review system logs to recognize trends for proactive actions.
• Advise customers on maximizing the use of existing solutions and optimizing their technical environments, while maintaining updated install bases of customer accounts.
• Serve as the technical single point of contact to ensure systems are healthy and operational, providing regular performance updates and managing escalations on the Daily Management Board.
• Track outstanding support issues, acting as a customer advocate to drive resolutions, and collaborate with product management and third parties to prioritize defect fixes and system enhancements.
• Build and maintain trusting technical relationships post-sale, conduct annual health checks, update site requirements and configurations, and ensure team consistency by following “FSE Guidelines” for delivering services.

Qualifications

• Possess a B.Sc. or M.S. in Electronics, IT, Medical, or a related field, along with 3-4 years of relevant experience.
• Fluent in both English and Swedish, verbally and written, which is crucial for effective communication.
• Knowledge of networking certifications and IT infrastructures, such as CCNA, CCNP, CWNA, CWTS, VMWare, Hyper V, or SQL Server, along with superior written communication and documentation skills.
• Strong understanding of Hospital Patient Monitoring products and services, coupled with a customer-first attitude.
• Willing to travel and possess a B driving license, as these are essential requirements for the role.