Customer Experience

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Customer Experience & Support Manager

Location: Onsite

Salary Range: Php 40,000 – Php 50,000 monthly

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 pivotal in delivering high-quality, reliable technical support for mission-critical systems, including 24/7 service coverage for clients in manufacturing, utilities, and infrastructure.

As the key leader of our technical support team, you will work closely with Account Managers and cross-functional teams to ensure customer systems remain operational, well-supported, and fully adopted post-commissioning. Your primary focus will be on maximizing system uptime, improving response times, and enhancing the customer experience across all service channels and shifts.

Key Responsibilities

  • Develop and implement escalation protocols to efficiently resolve urgent technical issues in collaboration with engineering and project teams.
  • Monitor real-time support performance, analyze incident trends, and ensure that root cause resolutions are documented and acted upon.
  • Collaborate with Account Managers to ensure a seamless transition from project delivery to ongoing support, including onboarding and training coordination.
  • Conduct regular customer check-ins and service reviews to assess satisfaction, gather feedback, and align on long-term success metrics.
  • Lead the 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, advocating for customer needs with product, engineering, and quality teams.
  • Build and maintain an internal knowledge base, support workflows, and training modules to ensure consistent service across shifts.
  • Collaborate with Sales and Account Managers to identify opportunities for upselling services or renewing support contracts.

Qualifications

  • Bachelor's degree in Electrical, Electronics, Instrumentation, or Mechatronics Engineering, or a related technical field.
  • 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 teams.
  • Strong familiarity with industrial automation platforms, including HMI systems.
  • Excellent leadership, communication, and analytical skills with the ability to manage people and performance in high-pressure situations.

Preferred

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