Customer Experience Manager

At Landis+Gyr, we don’t just manage energy—we lead the transformation toward a smarter and more sustainable energy future.

With a net revenue of USD 1.73 billion in FY 2024, and a presence in over 30 countries across five continents, Landis+Gyr empowers utilities and consumers to optimize energy usage through advanced metering, grid-edge intelligence, and powerful data analytics.

Today, our global team of about 6,300 professionals is shaping the digital energy era—developing innovative technologies that support decarbonization, grid modernization, and real-time energy insights. Our record USD 4.6 billion order backlog and strong book-to-bill ratio reflect long-term confidence in our mission and solutions.

Join us at Landis+Gyr, where we manage energy better! 

Job Summary:

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 feeback 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 enerby 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