Global Accounts Customer Satisfaction Director (IEC)

Eaton Electrical Sector EMEA is seeking a Global Accounts Customer Satisfaction Director (IEC). The primary function of this role is to ensure that Eaton is operating at a level that satisfies global datacenter customers' requirements along the value chain, in the IEC world (ex-NAM).

What you'll do:

This role ensures Eaton operates at a level that satisfies global datacenter customers' requirements along the value chain, in the IEC world (ex-NAM), cooperating closely with AMER's VP, Customer Satisfaction. This includes creating a zero-defect culture by deploying elements of EBS and best practices in areas such as defects prevention, root cause analysis or training and onboarding, and covers pre-sales and post-sales engineering, manufacturing, testing, commissioning and lifecycle management.

Principal areas of responsibility

Working with Eaton's most advanced businesses in quality management, define the level of maturity required in various EBS tools to match global datacenter customer requirements, focusing on the specificities of programmatic builds
Build a diagnosis method to identify gaps, and a prioritization method to organise work
Implement reporting system globally to capture customer feedback as well as internal signals and make them visible. Create service level agreements and an escalation matrix to ensure proper communication and timely resolution of issues
Define the standard for Root Cause Analysis and ensure it is respected. Take charge directly of the resolution of the most critical issues through to preventative actions
Define and manage feedback loops (hot and cold), that correspond to containment and correction vs. prevention phases

Define and deploy quality system [together with AMER's VP]

Benchmarking with Mobility, Aerospace and the ES divisions most recognized by customers, define key elements of EBS contributing to a zero-defect system and culture, and identify the level of maturity required to achieve that standard
Create a method to identify the required process' actual performance level and rate all divisions against these requirements
Work with all involved divisions to identify and standardize best practices, then build packages to deploy them, including training, onboarding and re-boarding
Prioritize work according to the largest gaps and effort required and help deployment in the most urgent cases

Customer complaints management system [together with AMER's VP]

Define global customers complaints reporting and work with regions to systematically deploy in the Salesforce platform. Work with countries not using SF to ensure feedback is implemented in the tool
Work with Field Services and Engineering Services to implement a field reporting system matching those of our factories
Map external customer quality reporting tools to our internal classification and ensure consolidation of issues in a single system
Work with regions and business units to define a globally homogeneous reporting process and escalation matrix, to ensure speed and visibility of important issues
Agree with the various stakeholders on an service level agreements that matches customers' requirements, as well as communication processes and cadence
Define standards for customer communication during periods of crisis and take charge directly of the most important cases
Define standards for Root Cause Analysis and Countermeasures

Feedback loops & issues resolution

Participate in Quarterly Business Reviews with customers and formalize the integration of their feedback in our planning processes
Define processes to follow hot loops and cold loops, ensuring issues are driven in a timely manner through palliative and corrective actions, and that the most critical issues will be followed until preventative actions have been deployed
Involvement in the deployment and spread of preventative actions to ensure global excellence towards our customers

Qualifications:

Master degree in Engineering, preferably Electrical Engineering
15+ years' experience in a manufacturing leader, preferably with experience in the Automotive sector
Deep knowledge of the global datacenter customers' requirements (or Automotive OEM requirements, that are similar)
Deep knowledge of continuous improvement practices and Quality Management Systems
Very clear communication and capacity to be a stabilizing influence during periods of crisis
Experience in datacenter design and construction
Proven track record of successfully interacting with datacenter operators, companies involved in construction and manufacturers building the electrical systems
Proven ability to lead by influence and coach