TAM's are focused on serving customers' needs on anything that relates to supporting their IT environment currently under a support agreement with Tech Force. Each TAM has a small pool of accounts to manage. However, some accounts will have a dedicated fulltime TAM or even an onsite TAM for those customers that require such a service.

The TAM, in conjunction with the Customer Care Department, acts as an internal advocate to make sure that the appropriate resources are engaged to resolve any support issues. The TAM facilitates the delivery of all support services including replacement parts and works directly over the phone and with the onsite field engineer to make sure that all of the customers support requirements are being met. Our TAM's also share relevant technical information with your staff based on an in-depth understanding of your business and IT infrastructure.

A Backup TAM is available in the event that the assigned TAM is unavailable for a short period of time due to sickness, vacation, etc. A Backup TAM is kept abreast and up to speed on the customer's environment and status so that if the assigned TAM is unavailable, the Backup TAM can assist the customer without interruption. In the event that the assigned TAM is unavailable for an extended period of time, a replacement TAM will be assigned.

The TAM works in partnership with the customer to manage any open incidents, and strives to address any issues proactively before they can affect the customer's systems. The TAM strives to keep the customer abreast of upcoming product developments that relate to the customer's specific needs, and suggests updates and upgrades when appropriate.

Download Technical Account Manager Literature - PDF