Customer Experience Manager

Overview

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. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

CUES is the world’s 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.

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

• Team Management:
  Provide leadership, coaching, and day-to-day 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/time-card approvals.
• Develop clear goals, KPIs, and standard work for quoting, order processing, and aftermarket support, ensuring alignment with company objectives.
• Foster a customer-centric culture focused on responsiveness, accountability, and continuous improvement.
• 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, error-free, and compliant with internal policies and margin targets.
• Maintain a strong working knowledge of purchase paths (formal bids, sole-source 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.
• 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 work-in-process; 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.
• 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 in-person interactions to help customers troubleshoot equipment and select appropriate parts or services.
• Establish and maintain professional, long-term…