Customer Experience

12 hours ago

Project, Philippines WHR Global Consulting Full time

Job Summary:
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.

You will lead the technical support team, work closely with Account Managers, and ensure that customer systems remain operational, supported, and fully adopted after commissioning. Your focus will be on driving uptime, optimizing response times, and ensuring a seamless customer experience across all support channels and shifts.

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.

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.

Preferred Qualifications:
- Experience supporting manufacturing plants, water utilities, power distribution, or critical infrastructure clients.
- Background in field service, commissioning, or systems integration.
- Knowledge of OT/IT convergence, remote monitoring, and secure remote access solutions.
- Familiarity with CRM systems, support ticketing tools, and field service management software.

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