SmartTrace Enterprise Technical Account Specialist

Chemelex is a global leader in electric thermal and sensing solutions, protecting the world’s critical processes, places and people. With over 50 years of innovation and a commitment to excellence, we develop solutions that ensure safety, reliability, and efficiency in diverse environments – from industrial plants and data centers to people’s homes. We deliver future-ready technologies, advanced engineering capabilities and local expertise backed by global standards. Our offering includes a leading portfolio from our trusted brands: Raychem, Tracer, Nuheat and Pyrotenax.

Position summary

Based in the SmartTrace control room, the Technical Account Specialist supports assigned customer facilities by monitoring heat-tracing systems, investigating routine issues and coordinating follow-up. The role works within established procedures and priorities, with guidance from the Technical Account Manager or designated technical lead. Complex technical issues, service risks and commercial decisions are escalated to the appropriate owner.

Key responsibilities

• Monitor SmartTrace alarms, system trends, controller status and communications health; document findings and triage routine exceptions using established procedures.
• Perform initial troubleshooting of common heat-tracing, controller and communications issues; escalate complex, recurring or unresolved problems with clear supporting information.
• Coordinate routine customer updates and maintenance follow-up with site contacts, internal technical resources and field-service teams.
• Track assigned issues from detection through resolution and verification; maintain action logs and flag overdue work or risks to service commitments.
• Create and update customer CMMS notifications, work orders and asset records in SAP PM, IBM Maximo or comparable systems, within assigned access and approval limits.
• Maintain site metadata, system records and routine reports; assist with approved SmartTrace configuration and data-quality updates under established change procedures.
• Prepare system-status reports and service-review materials; participate in customer meetings and demonstrations with the Technical Account Manager or technical lead.

Key responsibilities continued

• Participate in a scheduled after-hours support rotation after appropriate training; follow documented response and escalation procedures.
• Recognize customer needs for additional monitoring, materials, repairs or field services and refer opportunities to the Technical Account Manager or sales team.
• Follow control-room workflows and documentation standards; suggest practical improvements based on recurring issues and customer feedback.

Required qualifications

• At least 2 years of relevant experience in industrial maintenance, electrical or instrumentation support, technical customer service or a related technical role.
• Working knowledge of industrial heat-tracing systems, controllers and common maintenance issues, with the ability to perform initial troubleshooting.
• Experience using a CMMS or work-order system to document maintenance activities and follow up on open work.
• Basic understanding of industrial communications, such as RS-485, Modbus, Ethernet/TCP-IP or gateway-based networks.
• Clear written and verbal communication skills and the ability to explain routine technical findings and next steps to customer contacts.
• Ability to organize assigned work across multiple facilities, maintain accurate records and recognize when an issue requires escalation.
• Willingness to travel as needed and participate in scheduled after-hours support following training.

Preferred background

• Technical diploma, associate degree or relevant training in electrical technology, instrumentation, engineering technology or a related field.
• Experience with electrical heat trace
• Exposure to remote industrial support, operational reporting or SCADA/DCS interfaces.

Measures of success

• Timely and accurate alarm triage, documentation, customer updates and escalation against assigned service requirements.
• Completion and accuracy of assigned maintenance follow-up, work-order records and routine reporting.
• Reliable follow-through on customer requests and effective coordination with account, technical and field-service teams.

At Chemelex:

We protect places of progress through electric excellence.

Pioneering plants, sprawling data centers, busy transport hubs, and your own home. These are the places that bring progress to the world, and the places that we protect with time-tested technologies, advanced engineering, and a suite of services. Because here, excellence is everything.

Our Dimensions of Excellence reflect the core values of Chemelex. Together, they inspire our decisions and guide our actions – defining excellence in our work for colleagues, customers and communities.

• Experts with empathy

• Explorer mindset

• Example for others

• Exceptional impact

​We are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.