Director Customer Experience and Lifecycle Services

The Director, Customer Care & Lifecycle Services at Emerson Actuation Technologies leads our front-end and aftermarket customer care teams comprising Application Engineering, Order Entry, Order Management, Project Management and Lifecycle Services. Reporting to the world area Vice President & General Manager, the Director Customer Care & Lifecycle Services collaborates with cross functional departments to ensure alignment on delivering an exceptional experience to all Actuation Technologies customers. With exceptional leadership and communication skills as well as a passion for customers, the Director, Customer Care & Lifecycle Services works closely with stakeholders, including operations, sales, strategic business units, and marketing to ensure alignment and customer-centricity across the organization.

             The successful candidate for this role possesses a bachelor’s degree, with a preference for business administration or mechanical/electrical engineering, along with a minimum of 10 years of experience working in a customer care and/or service environment in the Oil & Gas or Process industry. The Director, Customer Care & Lifecycle Services should have a customer-centric mindset and a passion for delivering exceptional experiences to our customers. Previous experience in the valve/actuator industry is advantageous, providing valuable insights into the specific challenges and requirements of the field. Excellent communication, presentation, and interpersonal skills are crucial, enabling effective collaboration with diverse stakeholders. 

In this Role, Your Responsibilities Will Be:

• Lead and manage a team customer care and lifecycle services professionals, providing guidance, coaching, and support to ensure high-quality service delivery.
• Develop and execute a comprehensive strategy for customer care and lifecycle services, aligning it with the goals and objectives of Actuation Technologies.
• Collaborate with world area cross-functional teams, including operations, sales, strategic business units (SBU’s) and marketing to ensure alignment and customer-centricity across the organization.
• Lead and oversee customer care & lifecycle services organizational development, from hiring and onboarding to retention and performance management, ensuring a seamless experience for our customers.
• Develop and implement customer care and lifecycle services processes and standards, ensuring consistent and efficient service delivery to customers.
• Develop and monitor key performance indicators (KPIs) and metrics to assess organizational performance and customer satisfaction, identify areas for improvement, and implement action as required.
• Stay up to date with industry trends and best practices in customer care and lifecycle services and leverage that knowledge to continuously enhance our customer experience.
• Build and maintain strong relationships with key customers, as a trusted advisor, addressing their needs and concerns as they arise.
• Collaborate with Sales and the SBUs to gather customer feedback and insights and leverage that information to improve our customer service and aftermarket capabilities.
• Represent our customers and advocate for their needs within the Actuation Technologies organization.
• Establish a cadence for team meetings and communication to ensure the customer care and lifecycle services teams are kept abreast of Actuation Technologies goals and objectives.
• Collaborate with all world area customer care and service teams as needed to ensure a seamless customer experience globally.

Who you are:

You are passionate about customers and having an impact on their experience with Actuation Technologies. You always act with integrity and with the customer in mind. You persist in accomplishing objectives and improving customer service despite obstacles and setbacks. You effectively communicate in various settings. You attentively listen to others. You provide clear direction and accountabilities. You delegate and distribute assignments and make decisions appropriately. 

For This Role, You Will Need:

• Bachelor’s degree in business administration or engineering (Mechanical or Electrical) preferred.
•  A minimum of 10+ years working in a customer care and/or service environment in the Oil & Gas or Process industry.
• Strong leadership and managerial skills, with the ability to inspire and motivate teams to achieve and exceed goals.
• Exceptional customer service skills, with a customer-centric mindset and a passion for delivering exceptional experiences. 
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build strong customer relationships.
• Ability to travel as needed to support business needs.

Preferred Qualifications that Set You Apart:

• Experience in the valve / actuator industry, highly desirable
• Demonstrated ability to implement process improvements and drive operational efficiency.

Our Culture & Commitment to You​

​At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results. ​

We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.​

Learn more about our Culture & Values. ​

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WHY EMERSON 

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

Work Authorization

Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

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ABOUT EMERSON 

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!

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