Manager II Customer Service

Job Overview

The Engagement & Customer Delivery Manager is responsible for ensuring the successful fulfillment and execution of customer orders and contracts. The role serves as the primary interface among customers, accredited sales distributors, and the cross‑functional teams of Aclara Meters Philippines, Inc. (AMP). Coverage includes MERALCO, AMP’s accredited distributors, and other key strategic accounts.

This role ensures alignment between customer requirements and AMP’s operational plans and participates in internal coordination meetings (PSI/SIOP) covering customer deliveries, production schedules, and material planning.

The manager is also accountable for timely resolution of customer concerns—including technical support needs, product quality issues, delivery scheduling, and commercial matters—and for maintaining strong working and executive‑level relationships across customer organizations.

A Day In The Life

• Serve as the single point of contact (SPOC) for technology pilots, demonstrations, deployments, and solution implementations.
• Act as the main liaison between customers, AMP/Aclara, and relevant AMI partners.
• Manage customer relationships, ensuring clear communication and consistent engagement across all stakeholders.
• Conduct meetings with customers to gather detailed order requirements and clarify project specifications.
• Lead recurring customer meetings and maintain structured coordination.
• Oversee key contracts, pilots, demonstrations, and major customer orders.
• Coordinate with internal teams and third‑party partners to ensure successful contract and project execution.
• Ensure high customer satisfaction by meeting delivery commitments, service response times, and turnaround expectations for RMAs (product returns).
• Manage changes in contract scope, delivery schedules, and pricing as needed.
• Identify and escalate risks, issues, and opportunities for incremental sales or margin improvement.
• Maintain documentation, records, issue logs, and action trackers.
• Support the preparation of commercial and technical proposals for opportunities arising from ongoing contracts or technology engagements.

Develop a solid understanding of Aclara’s smart metering portfolio, AMI solutions, and relevant distribution automation offerings

What will help you thrive in this role?

• Bachelor’s degree in engineering or related field.
• Established customer network within Philippine electric distribution utilities—especially MERALCO and other private distribution utilities.
• Significant experience in grid automation, metering, telecommunications, IT, industrial automation, or related industries.
• At least 5 years of experience in customer‑facing and/or project management roles.
• Strong organizational, analytical, and problem‑solving capabilities.
• Excellent interpersonal and customer service skills, with a positive and professional demeanor.
• Strong communication and business correspondence skills; able to work independently while managing issues and tasks effectively.
• Demonstrated ability to collaborate with cross‑functional teams, including engineers, logistics, partners, and customers.
• Proficiency in Microsoft Office and related productivity tools.