Customer Experience

11 hours ago

Ayala Alabang, National Capital Region, Philippines WHR Global Consulting Full time ₱400,000 - ₱500,000 per year

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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