Customer Experience
6 days ago
Customer Experience & Support Manager
Location:
Onsite
Industry:
Industrial Automation
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
Required:
- 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:
- SCADA
(e.g., Ignition, Wonderware) - PLCs
(e.g., Siemens, Allen-Bradley) - 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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