Customer Experience

4 weeks ago

Muntinlupa, Philippines WHR Global Consulting Full time

QUALIFICATIONS:
- Bachelor’s degree in Electrical, Electronics, Instrumentation, or Mechatronics Engineering, or a closely related field.
- Minimum of 3–5 years of experience in technical customer support or service roles in industrial automation.
- Proven experience managing or coordinating 24/7 support operations or on-call service environments.
- Familiarity with industrial automation platforms such as SCADA (e.g., Ignition, Wonderware), PLCs (e.g., Siemens, Allen-Bradley), and HMI systems.
- Strong leadership, analytical, and communication skills; able to manage people and performance under time-sensitive situations.

We are seeking a highly capable and service-oriented Customer Experience & Support Manager to lead our post-sales support operations in the industrial automation sector. This role is critical in ensuring consistent, high-quality support for mission-critical systems, including 24/7 technical service coverage for clients in manufacturing, utilities, and infrastructure.

Key Responsibilities:
- Develop and implement escalation protocols to resolve urgent technical issues in coordination with engineering and project teams.
- Monitor real-time support performance, analyze incidents, and ensure root cause resolutions are captured and implemented.
- Work closely with Account Managers to ensure smooth handover from project delivery to support phase, including onboarding and training coordination.
- Conduct regular customer check-ins and reviews to assess satisfaction, gather feedback, and align on long-term goals.
- Lead the technical support team in providing remote and on-site troubleshooting for deployed SCADA, PLC, MES, and HMI systems.
- Serve as the voice of the customer within the organization, providing feedback to engineering, product, and quality teams.
- Develop internal support knowledge base, training modules, and incident handling workflows to ensure consistent service delivery across shifts.
- Collaborate with Sales and Account Managers to identify upsell or service contract opportunities.

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