Customer Experience Engineer
Full-time
Schneider Electric
Schneider Electric
1651 Enterprise Street
75751 Athens , TX
Job Description: 

We are currently seeking a customer satisfaction and quality improvement specialist. This position requires a firm understanding of end to end supply chain and distribution center operations and core expertise in Quality.

Responsibilities Include: 
  • Ensures that complaints are resolved effectively and without delay and that those not resolved at the entity / country organization level have been escalated and taken into account in the competent entities.
  • The fast and effective resolution of customer complaints
  • Determination of recurrent and severe customer issues, their containment, root cause analysis, correction, and prevention
  • Continuously listen to VOC and in particular the feedback from CSLD related to his entity
  • Eliminate dissatisfaction by ensuring customer issues are well managed and ultimately prevented
  • Ensure a reliable process is operating to solve customer complaints fast and effectively (I2P process)
  • Ensure that Complaint process is supported by RCM for warm loop and PRB for cold loop
  • Escalate customer issues to the right organization whenever needed, and supports collaborative resolution in the customer's best interest
  • Ensure all customer issues are regularly analyzed in order to identify top issues and launch projects to prevent them
  • Ensure that customer complaint leads to Robustness program update (PCP, FMEA..)
  • Scope is on physical processes, but also order management and transport
  • For adaptation: in close collaboration with LA team who are responsible for PCP, FMEA and industrial referential
  • Collaborate with other organizations in order to contain, correct, and prevent problems affecting customers
  • Lead execution of containment actions for known problems
  • Is also responsible to deal with complaints generated by other Schneider entities to the DC
Education/Experience: 
  • Bachelor of Science in Engineering (Mechanical, Electrical, Electronic or Industrial Engineer)
  • Demonstrated experience in a Quality Engineer role in a similar environment
  • Customer oriented
  • 8D deployment for complex issues, LEAN 6 Sigma experience is desirable
  • Quality tools experience (RCA and others)
  • Process robustness knowledge
  • Strong analytical skills