Technical Account Manager - Mexico Remote

Build the future of how humanity makes things. Join the Guidewheel team.

Guidewheel is on a mission to empower the world’s ten million factories to reach sustainable peak performance. 

Our leading AI-powered FactoryOps platform is the fastest and most scalable way for manufacturers to get more from every plant and machine. Customers have achieved as much as 2X productivity gains and cut energy costs by 15–20%, often within months.

Our platform works on any machine — from brand-new to decades old. A simple sensor clips around the power going in to any machine, reads the machine’s “electrical heartbeat,” and, paired with AI, guides teams to improvements that drive lasting bottom-line impact.

Already trusted by 300+ manufacturers including Johnson & Johnson, Cargill, Hershey, Steelcase, ATI, and U.S. Steel, Guidewheel brings the power of AI to every plant, no matter the size. Recognized by the World Economic Forum as a top company poised to change business and society, we’ve also earned awards from McKinsey, Stanford, and MIT.

We have incredible momentum and alignment around our mission; backing from top investors including BlackRock and Temasek’s Decarbonization Partners Fund, Greycroft, and Breakthrough Energy Ventures; and a culture that values diversity, a growth mindset, and results. 

• TED talk by our CEO, Lauren Dunford
• Series B: Led by BlackRock and Temasek’s Decarbonization Partners
• What do Guidewheel customers have to say?

• Integrity matters: We are honest, straightforward and sincere. With each other. With our investors. With our customers.
• We (actually) care: About each other. About fighting climate change. About making a real impact.
• We use data to make decisions: We possess the courage to accept “hard truths” and confront challenges head-on.
• The power of a growth mindset is real: We strive to be the best we can be. We are committed to embracing change and expanding our capabilities.
• We are thoughtful and fast, results-driven with a bias for action. 
• Adaptable and resilient: Guidewheelers have grit. We thrive in fast-paced environments and aren’t afraid to take on hard things or embrace feedback and continuous improvement. We come through for our customers and teammates. 

• Extreme teamwork. No one can whistle a symphony.
  
  

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 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 ways customers can use the Guidewheel system to get value, and help guide them on that path
• →Perform health scans for accounts to proactively identify issues or opportunities for customers to get greater value from the system
• →Collaborate with the Product and Customer Success teams to continue to develop and improve Guidewheel’s technology

Help define and optimize ideal customer journey

• →Work with the team to define exactly what onboarding + ongoing support from Guidewheel should look like including training, best communication touch points and new release updates
• →Represent the voice of the customer to inform our sales & support process and product roadmap
• →Manage direct and regular customer communication across users

• 1-3 years operational experience working in factories, including experience with Process Improvement, Pareto Principle, and OEE
• Location in North America (United States, Mexico or Canada)
• Entrepreneurial attitude - wants to be part of a fast-growing team and work directly with customers to maximize value in the system.
• Gets the big picture, relentlessly follows up on details.
• Team oriented, while being proactive and self-directed - need to be able to craft and drive projects that include multiple areas of the organization. Being a great teammate who can manage in a changing environment with a focus on customer success is essential to success in this role.
• Customer focused - a great teammate who can manage in a changing environment with a focus on customers as the most important is essential to success in this role.
• Being able to prioritize, take initiative, communicate clearly, and manage many projects and work streams simultaneously is critical.
• Excellent interpersonal, analytical, and communication skills, with the ability to work with all stakeholders within the factories that we serve including but not limited to owners, factory managers, engineers, maintenance and data entry staff.
• Eager to bring radical candor to work and enthusiastic about building positive organizational culture. This means you are excited to challenge yourself and your teammates, support their growth and development, and both give and receive feedback.
• Experience in basic electrical and telecommunications systems
• Ability to travel >75%, Local and international travel

• Bachelor's degree in electrical engineering or related field; or 4+ years related experience or training
• Background knowledge of manufacturing operations
• Familiarity with design thinking tools
• Startup environment experience
• SaaS / PaaS or big data experience
• Background and training in ICT preferred
• Microsoft Excel experience
• Data analytics skills
• Able to read and understand electrical diagrams