Claim Management Engineer

슈나이더 일렉트릭 은 다양한 산업군에 걸쳐 에너지의 안전성 , 신뢰성 , 효율성 , 생산성을 높일 수 있는 혁신적 통합 솔루션을 제공하는 세계적인 에너지 관리 전문기업입니다 . 1836 년 프랑스에서 설립되어 오랜 역사를 거치며 폭넓은 분야에서 기술력을 쌓아왔으며 전형적인 하드웨어 제조 업체로 출발해 , 소프트 웨어 기반의 솔루션 업체로 성공적으로 성장해 왔습니다 . 사업 분야는 크게 송 / 배전 등 전력 분야인 에너지 관리 (Energy Management) 와 산업 자동화 (Industrial Automation) 사업부로 나누어져 있으며 , 전 세계 15 만 명 , 한국 지사에서는 약 440 명의 직원들이 함께 일하고 있습니다.

지속가능성 은 슈나이더 일렉트릭의 목적 , 비즈니스 , 문화 및 운영 모델의 핵심 요소입니다 . 슈나이더 일렉트릭의 솔루션은 에너지를 효율적으로 관리함으로써 지속가능성을 높이는 사업구조를 가지고 있습니다 . 에너지 관리 및 자동화 분야서 쌓은 노하우를 기반으로 , 고객사에 기업 에너지 효율화 및 탄소중립 전략적 실행의 파트너가 되는 것을 큰 목표로 하고 있습니다 .

#LI-JL2
Mission:

Improve Customer Satisfaction by effectively resolving complaints without delay and that those not resolved at the entity/country level have been communicated to the competent authorities and taken into account in the competent entities. Play a key role in ensuring product recurrent issues are promptly investigated and adequate corrective/preventive actions along with containment action implemented.

• Focus on Customer - Understand and anticipate customer needs, applications and values. Focus on customer total EXPERIENCE and LIFECYCLE. Create a sense of win-win partnership
  • Ensures a complete and accurate understanding of customers' requirements.
  • Seeks honest, specific customer feedback to continuously improve the partnership in a global
  • Creates a strong, contextual and specific sense of urgency in order to resolve customer problems.
  • Displays capability to proactively challenge customers in order to reach a win-win situation.
  • Shows solid understanding of the customer total experience and lifecycle and effectively communicates about it.
  • Coordinates all relevant actions to detect and develop long-term business relationships with customers.

• Customer Experience Performance - Ability to listen to Customers and measure customer satisfaction and loyalty by any means (survey, interviews, etc.) as input to improve the customer's experience.
  • CNPS: Customer Net Promoter Score
  • FFR : Field Failure Rate
  • Understanding of different customers - End User, OEM, Distributor, System Integrator, etc
  • Knowledgeable concerning current customer metrics including DPM (Defects per Millions)

• Issue Resolution - Ability to identify issues and risks, analyze and understand underlying causes, and devise appropriate action plans.
• • Ensure customer issues are regularly analyzed in order to identify top issues and launch solution to prevent them through collaboration with other organizations
  • Thinks several steps ahead in deciding the best course of action, anticipating likely outcomes.
  • Analyzes existing issues to identify significant and repetitive ones, and initiates the Problem to Prevention process to solve the underlying problem
  • Effectively involves required stakeholders and proactively communicates the status of issue resolution

• Quality Authority - Ability to alert/stop and put an end to any process which would endanger customer satisfaction, Offer Safety issue or decrease internal performance based on factual measurements.
  • Demonstrates organizational leadership to achieve and improve customer satisfaction and internal performance
  • Demonstrates understanding and application of quality management
  • Demonstrates ability to enhance effective and efficient operations
  • Demonstrates ability to prevent customer dissatisfaction from defective products or services

• Quality Strategy - Ability to define/put in place medium and long term action plans to increase customer satisfaction while improving business growth and efficiency.
  • Develops and implements a quality strategy at an organizational level
  • Designs/improves business processes to maximize customer Satisfaction
  • Communicates the quality strategy throughout the organization

• Continuous Quality Improvement - Ability to use any problem-solving method or quality tool to improve processes and eliminate root causes of defects.
  • Familiar with problem solving methods (e.g 8D) and process improvement guiding principles (effectiveness, efficiency)
  • Identifies basic root causes and effectively implements corrective and preventive actions
  • Understands and utilizes scorecards, dashboards, and other visual management tools to evaluate accuracy of data collected
  • Achieves quality and productivity improvements through a process-driven approach

• Continuous Business Process Improvement - Ability to figure out points for ongoing effort to improve products, services, or process. Implement the business process excellence through continuous improvement method and tool.
  • Familiar with SPC systems, methods (8D, A3, Kaizen, Lean, 6 Sigma, CJM) and BI (Business Intelligence) tool
  • Familiar with the process improvement guiding principles (effectiveness, efficiency, ruggedness)
  • Achieves quality and productivity improvements through a process driven approach to business
  • Makes decisions based on facts where effective and efficient actions are required

• Communicate effectively - Ability to communicate efficiently by listening and sharing information with internal stakeholders and external customers.
• • Creates, evaluates and presents the message or issue in a clear, concise and logical manner
  • Analyzes Adapts structure and level of detail to meet the needs of others
  • Demonstrates a high level of interest and attentiveness
  • Facilitates dialog between different shareholders

• Business Acumen - Ability to utilize insight about the trends, key issues and external factors that impact the industry and the organization.
  • Knows the offers, market segmentation, route to market, of the organization and it's value propositions
  • Understands business model: dynamics of the business and how risk is caused by the customer dissatisfaction

• Education: Bachelor's degree preferably in Engineering (EE, ECE) or equivalent experience
• Minimum 3 years customer complaint management, quality management and business risk escalation for business operation of UPS, Cooling, Rack, Inverter (VSD), PLC, HMI and Signal
• Minimum intermediate level required for verbal and written communication in English
• Global mindset for communicating/collaboration with global teams and no bias for difference
• Excellent interpersonal, communications and time management skills
• Excellent problem-solving abilities
• Excellent team player and collaboration
• Learning agility

• 회사 소개 페이지: https://www.jobkorea.co.kr/Super/schneider-electric
• 업무 환경 (유튜브 채널): https://www.youtube.com/watch?v=qBdvq1lKguA&t=3s
• 네이버 블로그: https://blog.naver.com/schneiderkor
• 기업문화 : https://www.youtube.com/watch?v=0BG3eppdNIw&t=176s