Customer Service Process Support Analyst

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. Under the direction of the Customer Service Manager, the Customer Service Process Support Analyst provides expert-level operational and systems support to the Customer Service team and the Marley Manufacturing Representative network. In this role, you will serve as the primary expert user for key Customer Service applications and systems, including but not limited to: MAPICS XA, Marley Order Management System, Concept (CPQ), Microsoft Dynamics (CRM), and EDI. As the Customer Service Process Support Analyst, you will troubleshoot system issues, analyze process gaps, support order management workflows, and ensure the accuracy and integrity of data across platforms. You will develop and maintain process documentation, support system training efforts, and help drive continuous improvements that enhance efficiency, accuracy, and customer satisfaction.

What you can expect in this role (Job Responsibilities)

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

1. Systems Administration & Application Expertise

• Serve as the primary administrator for the Marley Concept CPQ application, including managing security, user profiles, data interfaces, system testing, and oversight of enhancements and new feature development.
• Act as the primary support resource for all Marley Representative Portal applications, ensuring user access, functionality, and issue resolution.
• Troubleshoot issues related to Electronic Data Interchange (EDI), identifying root causes, correcting deficiencies, and partnering with IT and customers to establish new EDI relationships.

2. Training, Support & User Enablement

• Train new representatives (REPs) and internal employees on Concept CPQ and Marley Order Management (MOM) systems to ensure accurate and efficient usage.
• Provide day‑to‑day support for system users, offering guidance, documentation, and troubleshooting to enhance user experience and system literacy.
• Deliver backup support for Customer Service Representatives during high‑volume periods, system outages, or scheduled leave coverage.

3. Continuous Improvement & Process Optimization

• Identify opportunities for application, system, and workflow improvements that enhance accuracy, speed, or overall customer experience.
• Lead or support implementation of process improvements, partnering with key stakeholders to ensure successful adoption.
• Maintain and refine system documentation, process maps, and standard work instructions to support scalable operations.

4. Cross‑Functional Collaboration & Project Support

• Work closely with IT and project managers to support the development, testing, training, and administration of the Microsoft Dynamics CRM application.
• Serve as a liaison between Customer Service, IT, Sales, and external representatives to ensure systems, data flows, and processes align with business needs.
• Support cross‑functional initiatives by providing system insights, user feedback, and operational perspective during new system rollouts or upgrades.

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience

• Demonstrated problem‑solving, data analysis, and technical proficiency, including advanced Microsoft Office skills (Excel pivot tables, graphs, reports; PowerPoint; Word).
• Experience supporting or implementing business software systems; background with CRM, CPQ, and IT/technical environments preferred.
• Strong written, verbal, and interpersonal communication skills with the ability to collaborate effectively across cross‑functional teams and all organizational levels.
• Proven ability to drive results through process improvement, metrics reporting, problem analysis/resolution, and consistent follow‑up on internal and external commitments.
• Highly organized, detail‑oriented, and team‑focused professional with a systematic work approach and the ability to build strong working relationships and support training or coaching needs.

Preferred Experience, Knowledge, Skills, and Abilities

• Bachelor’s degree in Business, Engineering, or related field; MBA preferred.
• Deep knowledge of industrial equipment, systems, and technical applications.
• Experience managing global accounts or overseeing international sales operations.
• Demonstrated ability to work effectively across functions in a matrixed organization.
•  Strategic thinker with the ability to balance short-term wins with long-term growth.
• Results‑driven mindset with a strong bias for action and continuous improvement.

Education & Certifications

• Bachelor's degree in Engineering or related field
• Additional certifications in CRM, CPQ, or process improvement (Lean, Six Sigma) are a plus.

Travel & Working Environment

• Standard office/desk‑based role with regular computer and phone use.
• Normal schedule: Monday–Friday, 8‑hour days, with flexibility for overtime as needed.
• Minimal travel required; may include occasional visits to other SPX/ASPEQ sites for training or system support.

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.