Sr. Customer Experience Manager - Aftermarket m/f/d
Ibqbjb Honeywell · Spain · onsite
Role Purpose
Lead Marelli’s Aftermarket Customer Service, Field Service, Engineering, and Overhaul & Repair teams to deliver a fast, responsive customer experience and profitable growth. The role owns execution across the installed base and is accountable for increasing OEM capture, reducing non-OEM leakage, and making Marelli the preferred partner for parts, service, upgrades, and repairs.
Honeywell
As a global technology leader, Honeywell Energy & Sustainability Solutions (ESS) enables the energy evolution, provides solutions that help reduce emissions, and delivers innovative renewable materials to our customers across industries.
Powering the Future of Energy Transition, Sustainable Materials & Advanced Chemistry, and Petrochemicals.
Customer Service and Order Management- Own quote performance across the responsible regions and products: increase quote volume, shorten turnaround time, prioritize critical opportunities, and improve quote conversion.
- Lead the order-management process from receipt through delivery and closure, ensuring clear communication and performance to customer expectations for lead time, responsiveness, quality, documentation, and issue resolution.
- Use CRM, operating metrics, and customer feedback to improve process flow, forecast demand, strengthen accountability, and increase capture rate.
Aftermarket Engineering and Innovation- Translate customer buying behavior, field intelligence, win/loss data, and competitive dynamics into engineered solutions, upgrades, obsolescence responses, and other offerings that improve OEM capture and reduce leakage.
- Ensure engineering resources are aligned to the most important customer opportunities, with clear priorities, fast technical response, and disciplined follow-up on quoted solutions.
- Partner with Sales, Product Management, and global Aftermarket teams to identify installed-base needs and develop scalable offers that improve reliability, lifecycle value, and customer retention.
Field Service, Overhaul & Repair, and Demand Generation- Build direct customer intimacy through a responsive, technically capable field-service organization that consistently delivers safe, high-quality commissioning, troubleshooting, maintenance, and training.
- Lead Overhaul & Repair performance and make the Marelli service shop the customers’ preferred repair option by demonstrating superior technical value, quality, turnaround, communication, and lifecycle economics versus self-repair or non-OEM alternatives.
- Actively track Marelli shipments and the installed base, and partner with Sales to create demand for commissioning, health checks, training, service agreements, contracts, upgrades, and repair opportunities.
- Use field visits and service cases to identify leads, close follow-up actions, and convert technical activity into recurring revenue and stronger customer retention.
Leadership and Performance- Lead and develop the Customer Service, Engineering, Field Service, and Overhaul & Repair teams with clear ownership, common processes, disciplined operating rhythms, and strong cross-functional collaboration.
- Deliver bookings, revenue, margin, cash, quality, EHS, and customer-satisfaction commitments while improving productivity, capability, and succession depth.
- Track a focused scorecard including quote volume, quote turnaround, conversion and capture rate, order responsiveness and on-time delivery, field-service utilization and case closure, repair capture, installed-base opportunities, bookings, revenue, margin, and customer outcomes.
Qualifications- Bachelor’s degree in engineering or an equivalent technical discipline; significant experience in aftermarket, rotating equipment, customer service, field service, repair operations, or technical commercial leadership.
- Demonstrated people leadership and business ownership across quoting, order execution, engineering, field service, and/or repair operations.
- Strong customer orientation, commercial judgment, analytical capability, and bias for speed, accountability, and continuous improvement.
- Fluent Spanish and English; able to work effectively across Sales, Operations, Engineering, Quality, Finance, global teams, and customers.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.