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.