Customer Experience & Support Manager (Industrial Automation)

WHR Global Consulting

RM2.8-3.4K[Bulanan]
Di lokasi - Muntinlupa3 - 5 Tahun PengalamanSarjana MudaSepenuh-masa
Kongsi

Keterangan Kerja

POSITION TITLE: Customer Experience & Support Manager (Industrial Automation)

WORK LOCATION: Alabang

SALARY RANGE: Php 40,000 – Php 50,000

EMPLOYMENT STATUS: Full-time, On-site


ABOUT THE ROLE:

We are seeking a Customer Experience & Support Manager to lead post-sales service operations in the industrial automation sector. This pivotal role ensures top-quality, consistent support for mission-critical automation systems serving clients in manufacturing, utilities, and infrastructure.

The ideal candidate will have strong leadership in technical support operations, proven experience managing 24/7 service environments, and a passion for driving operational excellence and customer satisfaction.


DUTIES:

  • Lead and manage post-sales technical support for industrial automation systems (SCADA, PLC, MES, HMI).
  • Develop and implement escalation protocols to resolve urgent technical issues.
  • Monitor real-time support performance and ensure timely root cause analysis and resolution.
  • Coordinate handover from project implementation to support, ensuring client onboarding and system adoption.
  • Conduct regular client check-ins to evaluate satisfaction and gather improvement feedback.
  • Oversee remote and on-site troubleshooting operations.
  • Serve as the voice of the customer, providing insights to engineering and product teams.
  • Build and maintain a robust internal knowledge base and incident-handling workflow.
  • Support Account Managers in identifying service contract renewals or upsell opportunities.


REQUIREMENTS:

  • Bachelor’s degree in Electrical, Electronics, Instrumentation, or Mechatronics Engineering (or related).
  • Minimum of 3–5 years of experience in customer support or service roles within industrial automation.
  • Experience managing or coordinating 24/7 support operations or on-call technical teams.
  • Proficient in industrial automation platforms such as SCADA (Ignition, Wonderware), PLCs (Siemens, Allen-Bradley), and HMI systems.
  • Strong leadership, analytical, and communication skills.


PREFERRED QUALIFICATIONS:

  • Experience with manufacturing, utilities, or critical infrastructure clients.
  • Background in field service, commissioning, or systems integration.
  • Familiarity with OT/IT convergence, remote monitoring, and secure remote access.
  • Knowledge of CRM and support ticketing tools.


Candidates with attached CV and relevant experience will be considered for a phone interview.

Preview

Arisha Cortez

Recruitment AssociateWHR Global Consulting

Aktif dalam masa tiga hari

Tempat Bertugas

Alabang. Alabang, Muntinlupa, Metro Manila, Philippines

Disiarkan pada 11 November 2025

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