Sr. Customer Experience Manager

Building People that Build the World.

With platforms in HVAC and Detection and Measurement SPX Technologies builds innovative solutions that enable a safer more efficient sustainable world. Through our RiSE talent development framework we Reach Identify Strengthen and Engage our employees to support them in their continued development. Were a global company of problem solvers collaborators and innovators and our businesses build solutions that impact the world.

This opportunity is for our Electric Heat business. Electric Heat is a trusted leader in electric heating and ventilation solutions for commercial industrial and residential applications. Backed by the strength of ASPEQ Heating Group and Marley Engineered Products we offer a wide range of standard and customized products through leading brands like QMark Indeeco Berko and Brasch.

Our portfolio includes baseboard wall unit and infrared heaters along with ceiling fans and air circulators - designed to deliver comfort reliability and performance. We are committed to high-quality energy-efficient solutions that improve environments where people live and work.

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the Customer Experience Manager you will define and lead the customer experience direction for the Electric Heat business and related platforms. You will build a capable accountable and customer-focused team; establish clear service standards and operating rhythms; and align cross-functional partners around a consistent best-in-class experience across businesses brands channels National Accounts OEM customers distributors and internal stakeholders.

This is a hands-on player-coach leadership role. You will set priorities develop people strengthen processes and hold the organization accountable for results while also remaining actively involved in customer escalations strategic accounts order and service issues reporting systems work and day-to-day execution when business needs require it.

Success in this role requires balancing long-term direction with practical execution: creating the roadmap building the team and operating discipline and personally helping solve the most important customer and business issues.

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX your core responsibilities will be:

1. Customer Experience Strategy Direction & Accountability

• Define and communicate the customer experience vision priorities service standards and multi-year improvement roadmap for the Electric Heat business and related platforms.
• Translate business strategy and customer needs into measurable functional goals operating priorities service metrics and clear expectations for responsiveness accuracy ownership and customer advocacy.
• Create management routines dashboards and review processes that make performance visible drive timely decisions and reinforce accountability at the team and cross-functional levels.
• Serve as the voice of the customer in business planning and decision-making using customer feedback service data and operating insight to influence priorities and investments.

2. Team Leadership Capability Building & Culture

• Build lead coach and develop a high-performing Customer Experience organization including supervisors team leads and frontline team members.
• Establish clear roles decision rights goals and performance expectations; provide regular feedback recognition coaching and corrective action as needed.
• Develop staffing onboarding training cross-training succession and career-development plans that strengthen bench capability and support business continuity.
• Create a culture of ownership urgency collaboration continuous improvement and follow-through in which team members understand both the customer impact and business impact of their work.
• Balance workload and capacity across the team stepping directly into priority work when necessary while continuing to coach others toward greater ownership and capability.

3. Customer Leadership Strategic Accounts & Escalations

• Serve as the senior Customer Experience point of contact for National Accounts OEM customers strategic accounts and other priority relationships as needed.
• Lead customer meetings quarterly business reviews service-performance discussions escalations recovery plans and follow-up actions.
• Personally manage or support complex customer complaints claims order issues and high-impact service failures through resolution ensuring clear communication and documented accountability.
• Monitor customer satisfaction NPS service trends and feedback; convert insights into targeted action plans executive summaries and customer-facing improvements.

4. Day-to-Day Customer Service & Order Management Execution

• Provide hands-on leadership and direct support for customer inquiries order entry order changes expediting product availability pricing questions sales programs billing credit claims delivery expectations and other commercial service needs.
• Ensure standard non-standard commercial and customer-specific orders are processed accurately consistently and in accordance with customer requirements business processes and service expectations.
• Coordinate daily with Sales Operations Supply Chain Manufacturing Engineering Pricing Finance remote warehouse personnel and other functions to resolve issues and meet commitments.
• Maintain appropriate records tracking tools master data documentation controls and communications to support accurate order execution and timely issue resolution.
• Provide coverage and perform customer service work directly during peak demand staffing gaps major initiatives escalations or other business-critical situations.

5. Operational Excellence Metrics & Continuous Improvement

• Develop monitor and report key performance indicators for responsiveness service quality productivity customer satisfaction order performance workload departmental capacity and execution against commitments.
• Use contact patterns order data forecasts feedback and operating results to identify root causes set priorities allocate resources and improve customer outcomes.
• Lead structured process-improvement efforts that simplify work reduce manual activity improve accuracy strengthen controls and increase scalability.
• Ensure process changes service standards and work instructions are documented communicated trained measured and sustained.

6. Systems ERP Compliance & Business Transformation

• Provide business leadership for ERP implementation integration testing training process adoption post-launch stabilization and enhancement of customer service systems and tools.
• Remain actively engaged in requirements definition testing issue resolution user support data validation and workflow decisions that affect customers and the Customer Experience team.
• Own GAN screening and compliance processes including approvals EAF collection document retention audit readiness reporting accuracy and issue escalation.
• Advance electronic ordering customer portals CRM contact-center technology and other digital capabilities that improve the customer and employee experience.

7. Cross-Functional Leadership & Organizational Influence

• Align Sales Operations Supply Chain Manufacturing Engineering Finance Pricing Compliance IT Product Management and other functions around shared customer experience priorities and commitments.
• Drive accountability for customer-impacting action items facilitate decisions among stakeholders with competing priorities and escalate barriers when commitments or service standards are at risk.
• Represent Customer Experience in executive reviews customer meetings quality reviews compliance audits ERP initiatives new product introductions sales programs and business transformation projects.
• Lead through influence sound judgment business expertise and data-driven recommendations including across teams that do not directly report to Customer Experience.

What we are looking for (Experience Knowledge Skills Abilities Education)

Required Experience

• Six (6) or more years of progressive customer service customer operations order management or related experience including significant people-leadership responsibility.
• Demonstrated experience setting direction for a customer service or customer experience function while remaining hands-on in a high-volume business-to-business operating environment.
• Proven ability to build teams develop supervisors or team leads establish accountability and improve performance through clear goals coaching metrics and operating discipline.
• Strong knowledge of customer order management inquiry resolution claims escalations service standards performance metrics and customer satisfaction processes.
• Experience with ERP order-entry customer-service reporting and business systems; ability to interpret data identify root causes and implement practical solutions.
• Strong business acumen and demonstrated ability to influence cross-functional decisions manage competing priorities and communicate effectively with employees customers and senior leaders.
• Proficiency with Microsoft Office applications including Excel Word PowerPoint Outlook and Teams.

Leadership Profile

• Strategic and practical: able to set a clear direction and personally engage in the work required to deliver it.
• Customer-centered and commercially minded: balances customer needs with operational capability compliance profitability and long-term business health.
• Accountable and decisive: establishes ownership follows through on commitments addresses performance gaps and escalates issues appropriately.
• Development-oriented: builds capability in others delegates effectively and creates a strong bench rather than becoming the sole problem-solver.
• Collaborative and influential: creates alignment across functions and leads effectively without relying solely on formal authority.

Measurable Success Factors

• Establish and execute a documented customer experience strategy operating priorities service standards and performance-review cadence.
• Build team capability through clear goals development plans cross-training succession coverage and demonstrated improvement in ownership and performance.
• Conduct quarterly business reviews with assigned National Accounts OEM customers and strategic customer segments.
• Improve customer satisfaction and NPS through measurable action plans service improvements and customer experience initiatives.
• Improve service responsiveness order quality issue-resolution discipline and execution against customer commitments through defined metrics and sustained corrective actions.
• Lead major process improvement and enterprise-wide initiatives involving multiple departments.
• Maintain complete GAN/EAF compliance audit readiness reporting accuracy executive dashboards and customer experience summaries.

Preferred Experience Knowledge Skills and Abilities

• Experience within HVAC manufacturing durable goods distribution or a related industrial business including knowledge of related product offerings.
• Experience with Oracle Syteline or comparable ERP/order-management systems EDI customer portals CRM platforms contact-center technologies and digital customer-service tools.
• Experience leading stock and custom-product order-management activities and working with production schedules inventory availability and supply constraints.
• Experience leading organizational change service transformation process redesign or technology adoption across multiple functions.

Education & Certifications

• Bachelors egree in Business Administration Customer Service Operations Engineering or a related discipline preferred; masters degree desirable.
• Equivalent combination of education and substantial relevant customer-experience leadership will be considered.

Travel & Working Environment

• Primary work environment is a hybrid onsite office/customer-service environment with frequent interaction across customers distributors field sales manufacturing Supply Chain Technical Services and other internal functions.
• Minimal travel generally less than 10% may be required for company facility visits customer or vendor meetings training or other business activities.

How we live our culture

Our culture is at the center of what we do and more importantly who we are. Our core values set a standard for how we manage ourselves and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team each of us leads at SPX.

What benefits do we offer

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off caregiver parental and volunteer leave
• Competitive health insurance plans and 401(k) match with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance leadership development programs and recognition programs

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds experiences and voices at SPX and we are committed to challenging ourselves openly communicating and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race color religion sex sexual orientation or identity national origin age disability veteran status or any other legally protected basis.