Customer Experience Manager

Building the 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.

As part of Detection and Measurement CUES is the worlds leading developer of water wastewater and storm water inspection equipment. With CCTV cameras pre-built vehicles and software for pipeline inspection and rehabilitation we improve the safety and reliability of our water infrastructure systems.

How you will make an Impact (Job Summary)

The Customer Experience Manager is responsible for the endtoend customer journey for CCTV capital equipment purchases and aftermarket support from initial quotation and configuration through order entry delivery and postsale service (spares repairs and loaners). This role leads the inside sales and aftermarket customer support teams to ensure fast accurate quoting highquality order configuration proactive communication and responsive service that maximizes customer uptime and satisfaction while meeting profitability targets.

What you can expect in this role (Job Responsibilities)

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

1. Team Management:

• Provide leadership coaching and daytoday management for inside sales aftermarket customer service and technical support staff to drive performance accuracy and efficiency.
• Own workforce planning including hiring onboarding performance reviews and scheduling/timecard approvals.
• Develop clear goals KPIs and standard work for quoting order processing and aftermarket support ensuring alignment with company objectives.
• Foster a customercentric culture focused on responsiveness accountability and continuous improvement.

1. Sales Quoting & Configuration:

• Oversee the inside sales process for capital equipment including requirements discovery confirmation and configuration of complete systems (trucks trailers and portable equipment).
• Ensure self and team are working efficiently with customers dealers and outside sales to define technical specifications and prepare accurate timely quotations and bid responses including options accessories and service offerings.
• Ensure order configuration pricing and order entry are efficient errorfree and compliant with internal policies and margin targets.
• Maintain a strong working knowledge of purchase paths (formal bids solesource justifications and cooperative purchasing contracts) and guide staff and customers through each process.
• Manage pricing structures and discount guidelines for both direct and indirect (dealer) channels to maximize win rates and profitable growth.
• Ensure all opportunities quotes and customer interactions are documented in Salesforce CRM system and kept current for pipeline visibility and forecasting.

1. Aftermarket Support (Spares Repairs Loaners):

• Lead the aftermarket order process for spare parts repairs upgrades service contracts and training to support installed equipment uptime.
• Ensure repair quotations are accurate; monitor workinprocess; communicate status lead times and cost estimates to customers while balancing expectations with shop capacity.
• Ensure loaner equipment deployment and returns are prioritized based on customer impact and work with service teams to manage loaner inventory utilization.
• Collaborate with service engineering and production to resolve recurring field issues and feed voice of the customer insights into product and process improvements.
• Track and improve key aftermarket metrics such as response time quote turnaround repair cycle time and customer equipment uptime.

1. Customer Communication & Experience:

• Serve as the escalation point for complex customer issues ensuring timely resolution and clear empathetic communication.
• Ensure the team provides accurate technical guidance via phone email web and inperson interactions to help customers troubleshoot equipment and select appropriate parts or services.
• Establish and maintain professional longterm relationships with key customer accounts dealers and channel partners.
• Implement standard templates and guidelines so all customerfacing communications reflect a consistent professional brand voice.
• Participate in regular crossfunctional meetings (sales operations service finance) to review backlog open issues and initiatives to enhance customer satisfaction.

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

We each bring something to the table and we are looking for someone who has:

Required Experience

• Minimum 5 years in a customer experience customer service or inside sales leadership role within an industrial/equipment manufacturing environment.
• Minimum 10 years of commercial experience in sales service or customerfacing roles.
• Proven track record managing quoting order entry and/or aftermarket support for capital equipment.
• Strong interpersonal and customer service skills with demonstrated ability to deescalate issues and build trust.
• Solid problemsolving and troubleshooting abilities; ability to understand equipment configurations and technical documentation.
• Experience leading teams in a CRM and ERPdriven environment; comfortable with data and dashboards for managing performance.
• Inside sales and experience supporting field/outside sales teams required.

Preferred Experience Knowledge Skills and Abilities

• Experience in municipal utility construction or infrastructurerelated equipment markets strongly preferred.
• Familiarity with government/municipal bidding processes and cooperative purchasing agreements.
• Electrical/mechanical aptitude preferred.
• Demonstrated ability to define and track customer KPIs (NPS retention response times uptime).
• Excellent written and verbal communication skills including experience creating customerfacing proposals and responses.
• Continuous improvement mindset with experience refining processes workflows and tools to improve customer outcomes and efficiency.

Education & Certifications

• Bachelors degree in business engineering or related field or equivalent combination of education and relevant industry experience.

Travel & Working Environment

• On-site full-time at company headquarters in Orlando
• Up to 20% annual travel required to trade shows and field locations

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.