Customer Experience Manager

SFC Energy Ltd.; Calgary; On-site; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Technology leadership

Customer-first culture

Growth opportunities

Training opportunities

Diverse team

Job summary

SFC Energy Ltd. is seeking a Customer Experience Manager – North America to lead the North America Customer Experience team across Canada and the United States.

You will oversee quotations, orders, and customer communications, driving service excellence and continuous improvement throughout the order lifecycle. The role requires a technical degree, 10+ years in customer experience or related roles, and 5–7 years of leadership in a manufacturing or technical environment.

Qualifications

• Technical Degree or Diploma in Business Administration, Engineering, Electronics, Instrumentation, or a related field.
• 10+ years of experience in Customer Experience, Customer Service, Inside Sales, or a similar role within a manufacturing or technical environment.
• 5–7 years of leadership or supervisory experience.
• Strong customer relationship management and communication skills.
• Excellent organizational and problem-solving abilities.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience working with ERP and CRM systems; Salesforce experience is considered an asset.
• Ability to manage multiple priorities in a fast-paced, collaborative environment.

Responsibilities

• Lead and develop the Customer Experience team across North America.
• Oversee quotations, order processing, order tracking, and customer communications.
• Ensure a high level of customer satisfaction through responsive and professional service.
• Collaborate with Sales, Engineering, Operations, and Finance to ensure seamless order execution.
• Support the sales team with quotations, proposals, customer follow-ups, and administrative activities.
• Monitor team performance and customer satisfaction metrics while identifying opportunities for continuous improvement.
• Act as the primary point of contact for customer-related escalations and ensure timely resolution.
• Drive process improvements that enhance customer experience and operational efficiency.
• Foster a collaborative, customer-focused, and high-performance team culture.

Skills

Leadership

Customer experience

Communication

Multitasking

Education

Technical Degree or Diploma in Business Administration, Engineering, Electronics, Instrumentation

Tools

Microsoft Office Suite

ERP systems

CRM systems

Salesforce (asset)

Job description

Are you excited by innovative technology such as high-quality Process Instruments, SCADA / Telemetry products, Variable Frequency Drives, and eco-friendly fuel cells for off-grid and backup power applications? We’ve got the perfect job for you.

At SFC Energy Ltd., we believe that clean energy and a digital future are essential to a sustainable economy. We connect world-leading, eco-friendly technologies into purpose-built solutions for industry. We study how and where they work best. We learn how to integrate, optimize and service them. That way, we know our clients get the right products, ready to work, every time.

We are looking for a Customer Experience Manager

The Customer Experience Manager – North America will lead our Customer Experience team, supporting customers across Canada and the United States. This leadership role is responsible for delivering an outstanding customer experience throughout the entire order lifecycle while driving operational excellence and continuous improvement.

Why you should join us?

SFC Energy LLC is a fast-growing North American subsidiary of SFC Energy AG, a publicly traded German technology leader (F3C) in hydrogen and methanol fuel cells. At SFC, you’ll find a dynamic workplace, industry-shaping innovation, and a collaborative team spirit.

What We Expect?

• Technical Degree or Diploma in Business Administration, Engineering, Electronics, Instrumentation, or a related field.
• 10+ years of experience in Customer Experience, Customer Service, Inside Sales, or a similar role within a manufacturing or technical environment.
• 5 – 7 years of leadership or supervisory experience.
• Strong customer relationship management and communication skills.
• Excellent organizational and problem-solving abilities.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience working with ERP and CRM systems; Salesforce experience is considered an asset.
• Ability to manage multiple priorities in a fast-paced, collaborative environment.

Roles and Responsibilities:

• Lead and develop the Customer Experience team across North America.
• Oversee quotations, order processing, order tracking, and customer communications.
• Ensure a high level of customer satisfaction through responsive and professional service.
• Collaborate with Sales, Engineering, Operations, and Finance to ensure seamless order execution.
• Support the sales team with quotations, proposals, customer follow-ups, and administrative activities.
• Monitor team performance and customer satisfaction metrics while identifying opportunities for continuous improvement.
• Act as the primary point of contact for customer-related escalations and ensure timely resolution.
• Drive process improvements that enhance customer experience and operational efficiency.
• Foster a collaborative, customer-focused, and high-performance team culture.

For more power: Our benefits

• Our core values drive us every day; and what we call SFC Spirit:
• – Technology leadership
• – The Customer comes first
• – Shaping the future together with new ideas
• – Sustainability through innovation
• We encourage freedom/independency, personal and professional growth
• Multidisciplinary team in a varied workplace
• Training opportunities based on performance management
• Workplace culture programs and initiatives
• Strong employee culture

Equal Opportunity Statement

SFC Energy LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome all applicants who are authorized to work in the United States. Please note that we are unable to provide visa sponsorship for this role.