Customer Experience Manager

Job Description

Supports SOX compliance efforts and sales order review processes to ensure operational accuracy, revenue-impacting controls, and audit readiness. Responsible for business and process improvement ensuring new controls are implemented efficiently. Develops, tracks and reports on relevant KPI's. Assists on customer service related issues including CAPAs, RMA's, financial audits, and customer facing communications. Partners with multiple departments including Sales, Finance, Procurement and Delivery.

Primary Statement of Duties

• Execute and maintain SOX-compliant controls related to sales orders, warranty processing, and revenue-impacting activities.
• Lead compliance screening activities as to business partners, Sales Orders and Purchase Orders, to follow up on blocked documents and define course of action for each of them. Releasing documents in SAP and flagging operations that are not compliant. Using GTS system in place.
• Manage performance indicators (KPIs) and responsible for communication of KPI performance reporting to senior leadership
• Set performance goals and objectives that align with the departmental plan.
• Review and monitor support cases for trends around negative product quality and product feedback. Act on and own driving the appropriate information and communication to Product Management and Engineering in order to have the challenges addressed.
• Evaluate and provide feedback on business process under a continuous improvement strategy to improve productivity and efficiency across department.
• Work with other supervisors and management to support the team to maximize customer satisfaction.
• Provide feedback to organization regarding quality issues (volume, resourcing, time-to-resolve)
• Support hardware CAPA efforts by attending meetings, providing information, and connecting the organization to the resolution and appropriate customer communications.
• Ensure our contractual hardware support language matches our internal processes and overall strategy
• Participates in the coordination and release of NPI (New Product Introduction) in regards to device support readiness.
• Ensure our contractual hardware/device support language is consistent with internal processes, procedures and overall support/warranty strategy

Education and Experience

• Bachelor's degree in Business Management, Organizational Development or other business-related field.
• 4-6 years of customer service, technical support or electronic technology experience.
• An equivalent combination of education and experience will be acceptable.

Knowledge, Skills and Abilities

Technical Competencies -

• Ability to build "tools" in Excel, Word, Access (templates, forms, databases, etc.)
• Knowledge of utility industry and energy management systems.

Non-technical Competencies -

• Leadership (team development, ability to influence, organizational/matrix awareness)
• Interpersonal skills (relationship building, teamwork, conflict resolution, customer focus)
• Communication (verbal communication, listening, written communication)
• Judgment and thinking (strategic thinking, original thinking, judgment and decision making, problem solving)
• Performance skills (accuracy with detail, planning and efficiency)
• Personal characteristics (motivation/commitment, flexibility, assertiveness, developing orientation, quality orientation)

Decision-making

• Decisions have significant impact on business

Business Relationships

• Reg. contact w/emp, cust and/ or industry contacts

Working Conditions/Physical Requirements/Safety/PPE

• Working Conditions: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to travel up to 20%.

Landis+Gyr is a global leader in energy management solutions, operating in over 30 countries and headquartered in Switzerland. We are thrilled that you've considered Landis+Gyr to be a part of your professional journey. As a part of the L+G family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $98,122 - $142,088 per year. The position is eligible for a 401(k) match and consideration for an annual bonus. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held. All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We value and encourage diversity in our team. This position is open to all qualified candidates regardless of gender, race, age, disability, sexual orientation, or background. We're committed to shaping a better future for everyone. #EnergizeYourCareer and join us on our journey towards a greener tomorrow.