Customer Service Process Support Analyst

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.

SPX is a diverse team of unique individuals who all make an impact. Under the direction of the Customer Service Manager, the Customer Service Process Support Analyst provides expert-level operational and systems support to the Customer Service team and the Marley Manufacturing Representative network. In this role, you will serve as the primary expert user for key Customer Service applications and systems, including but not limited to: MAPICS XA, Marley Order Management System, Concept (CPQ), Microsoft Dynamics (CRM), and EDI.

As the Customer Service Process Support Analyst, you will troubleshoot system issues, analyze process gaps, support order management workflows, and ensure the accuracy and integrity of data across platforms. You will develop and maintain process documentation, support system training efforts, and help drive continuous improvements that enhance efficiency, accuracy, and customer satisfaction.

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

• Serve as the primary administrator for the Marley Concept CPQ application, including managing security, user profiles, data interfaces, system testing, and oversight of enhancements and new feature development.
• Act as the primary support resource for all Marley Representative Portal applications, ensuring user access, functionality, and issue resolution.
• Troubleshoot issues related to Electronic Data Interchange (EDI), identifying root causes, correcting deficiencies, and partnering with IT and customers to establish new EDI relationships.

• Train new representatives (REPs) and internal employees on Concept CPQ and Marley Order Management (MOM) systems to ensure accurate and efficient usage.
• Provide day‑to‑day support for system users, offering guidance, documentation, and troubleshooting to enhance user experience and system literacy.
• Deliver backup support for Customer Service Representatives during high‑volume periods, system outages, or scheduled leave coverage.

• Identify opportunities for application, system, and workflow improvements that enhance accuracy, speed, or overall customer experience.
• Lead or support implementation of process improvements, partnering with key stakeholders to ensure successful adoption.
• Maintain and refine system documentation, process maps, and standard work instructions to support scalable operations.

• Work closely with IT and project managers to support the development, testing, training, and administration of the Microsoft Dynamics CRM application.
• Serve as a liaison between Customer Service, IT, Sales, and external representatives to ensure systems, data flows, and processes align with business needs.
• Support cross‑functional initiatives by providing system insights, user…