Lead, Customer Svc

 

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.

 

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. The Customer Service Lead is responsible for overseeing the daily execution of customer support and order management activities while ensuring timely, accurate, and customer-focused service. This role serves as a key resource for the Customer Service team by providing guidance, prioritizing workloads, supporting employee development, and helping resolve escalated customer concerns. The Customer Service Lead partners closely with Sales, Operations, Manufacturing, Shipping, and other cross-functional teams to drive operational excellence, improve processes, and deliver an exceptional customer experience. The ideal candidate is a strong communicator, detail-oriented problem solver, and collaborative leader who thrives in a fast-paced environment.

 

What you can expect in this role (Job Responsibilities)

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

1. Customer Service Operations & Order Management

• Oversee and prioritize daily order entry activities to ensure timely and accurate processing using FIFO methodology.
• Process customer orders accurately and efficiently through ERP and order management systems when needed.
• Monitor workflow, order status, and open customer requests to ensure timely completion and follow-up.
• Maintain accurate customer records, transactions, and order documentation.
• Ensure adherence to established customer service processes and service level expectations.

2. Customer Support & Escalation Management

• Serve as a primary escalation point for complex customer inquiries, complaints, and service issues.
• Respond to customer inquiries through phone, email, and other communication channels with professionalism and urgency.
• Resolve customer concerns through effective problem-solving and collaboration with internal teams.
• Foster a customer-first culture focused on responsiveness, quality, and satisfaction.
• Ensure consistent communication with customers regarding order status, delivery timelines, and issue resolution.

3. Team Leadership & Development

• Provide guidance, coaching, and training to Customer Service team members on systems, procedures, and best practices.
• Support onboarding and development efforts for new team members.
• Assist in monitoring team workloads and performance to ensure efficiency and service quality.
• Promote a collaborative, positive, and accountable team environment.
• Share knowledge and resources to help improve team capabilities and customer outcomes.

4. Cross-Functional Collaboration & Continuous Improvement

• Collaborate with Sales, Manufacturing, Shipping, Planning, and Operations teams to ensure customer requirements are met.
• Support resolution of order discrepancies, shipping issues, and process challenges affecting customer satisfaction.
• Identify process gaps