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. We're 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

• Bachelor’s 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.