Technical Account Manager

Life at IBA At IBA, we’re not just building technology - we’re shaping the future of cancer care. Headquartered in Belgium and powered by over 2,200 passionate professionals worldwide, our mission is simple yet profound: Protect, Enhance, and Save lives. For almost 40 years, we’ve been at the forefront of innovation, developing cutting-edge equipment and software for diagnostics, cancer treatment, and industrial applications. As the global leader in Proton Therapy, we’ve helped treat over 140,000 patients and deployed more than 700 particle accelerators across the globe. Our expertise spans four dynamic business lines: Proton Therapy – delivering next-generation precision treatment. Radiopharmaceuticals – supporting oncology care with premium services and equipment. Dosimetry – ensuring safety and quality in medical equipment. Industrial Accelerators – advancing technology for medical and industrial use. Joining IBA means becoming part of a team that dares to push boundaries. We collaborate with the world’s top oncologists, engineers, and scientists to deliver life-changing solutions. If you’re driven by purpose and eager to make a real impact, you’ll find your place here—where innovation meets meaning. Ready to give your career a deeper purpose? Join us and help shape the future of healthcare. Mission As a Technical Account Manager in the IBA Industrial Customer Success Team, you will be the primary point of contact for our installed customer base. You will be responsible for ensuring customer satisfaction, driving operational excellence, and promoting continuous improvement through proactive engagement and internal coordination.Challenges we trust you with Customer Relationship Management Serve as the main contact for assigned customers, ensuring a proactive, positive, and solution-driven relationship. Organize regular meetings with customers to review system performance, gather feedback, and identify improvement opportunities. Ensure all customer inquiries and service tickets are followed up and resolved in a timely manner. Escalate critical issues appropriately and coordinate resolution across departments. Operational Excellence Coordinate preventive and corrective maintenance services, ensuring deliverables meet contractual commitments Monitor and report on key service performance indicators (e.g., downtime, remote support efficiency) Identify and document non-contractual services provided and ensure proper communication and billing. Continuous Improvement Collect and analyze customer feedback through surveys and regular calls, sharing insights with internal teams. Detect and track recurring issues, working with relevant departments (Engineering, Product, Sales, etc.) to implement long-term solutions. Collaborate with the Customer Success Team to refine tools and processes based on field experience. Commercial & Strategic Activities Identify potential commercial opportunities within the installed base and share leads with the Sales team. Support strategic planning by establishing KPIs for the installed base and monitoring progress. Maintain strong working relationships with third-party suppliers to ensure service continuity and quality. What we value You have: Bachelor’s degree in engineering or a related field Experience managing projects in an international and multicultural industrial environment Familiarity with Microsoft Office, project management tools, and ideally SAP And you also are: Excellent communicator fluent in English required; proficiency in Spanish highly desired Able to drive change with strong interpersonal and communication skills Customer-focused mindset with a proactive, solution-oriented approach. Analytical, organized, and capable of working independently. Flexible and resilient under pressure, with excellent planning and time management skills. Technically curious and eager to stay up-to-date with a variety of industrial technologies. Compensation package IBA offers a comprehensive benefits package that reflects our commitment to employee wellbeing and our values as a B Corp. Our plans are designed to support your financial, health, and personal needs—covering you and your family. Approximate Salary Range: Approx. $97,000 - $134,000 Variable Pay: Profit sharing, time-based compensation, “above & beyond” award, referral rewards Core Benefits (100% employer-paid): Life & AD&D Insurance (1x annual salary) Short/Long-Term Disability (80% / 60% of pay) Medical, Dental, Vision premium subsidies Health Savings Accounts / Health Reimbursement Accounts contributions Wellness incentives (up to $500/year) 401(k) match (up to 4%) 10 weeks full paid Parental Leave Paid time off: 7 personal + 10 PTO days (first year) Tuition reimbursement & development support Emergency travel & employee assistance Optional Benefits: Voluntary Life Insurance, Pre-paid Legal, Flexible Spending Accounts.