Customer Advocate Engineer
Position Title : Customer Complaint Management Engineer
Experience time: 5 years as Quality Engineer , with experience in different manufacturing process, customer service and complaint management
Key Responsibilities:
The Customer Complaint Management Engineer is accountable : complaints are resolved effectively and without delay and that those not resolved at the entity / country organization level have been escalated and considered in the competent entities. Is owner of establishing, deploying, and stabilizing product, process, and system quality during the launch of a new Schneider Electric manufacturing site, according the customer requirements. This role leads the end‑to‑end quality setup, while supporting early application of Quality Core Tools to ensure robust processes from launch, supports customer and corporate audits, and embeds Schneider Electric safety, quality and sustainability standards from day one. The position requires strong leadership, structured execution, and the ability to build systems and teams in parallel with production ramp‑up.
Key Competencies: agility and adaptability, structured and methodical working style, sense of ownership and accountability. Strong communication and teamwork. Safety, sustainability and compliance mindset.
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- Act as senior technical interface for strategic customers and high-impact escalations.
- Lead end-to-end resolution of complex customer complaints and field issues.
- Own and drive structured problem solving using 8D, A3, DMAIC, or equivalent methodologies.
- Coordinate cross-functional teams (Engineering, Manufacturing, Quality, Supply Chain, Service) to ensure timely containment and permanent corrective actions.
- Validate root cause analysis and effectiveness of corrective and preventive actions.
- Represent customer impact and risk in internal decision-making forums.
- Lead technical customer reviews, escalation calls, and executive updates.
- Analyze customer feedback and field performance data to identify systemic risks and improvement opportunities.
- Drive preventive quality initiatives and design/process improvements based on lessons learned.
- Support audits, customer visits, and technical assessments.
- Track and improve KPIs related to customer satisfaction, response time, recurrence rate, and closure quality.
Key Competencies
- Customer advocacy leadership
- Advanced technical problem solving
- Escalation and risk management
- Cross-functional influence
- Data driven decision making
- Coaching and mentoring
- Executive level communication
- Continuous improvement mindset
Core Tools:
Assist in early deployment and use of Quality Core Tools during process design, launch and after SOP:
- APQP Support planning activities for new processes and product introduction
- FMEA (Process / Design) Participate in FMEA development, updates, and risk reduction actions
- Control Plans - Support creation and maintenance of control plans during ramp‑up
- MSA - Assist with measurement system analysis activities and documentation
What qualifications will make you successful for this role?
Bachelor's degree in Engineering (Industrial, Mechanical, Electrical, Manufacturing, Quality, or related discipline) Experience 5 years of experience in Quality, desirable experience in new plant, project, or ramp‑up environments (internship, co‑op, or project work). Microsoft Office (Excel required), Minitab, Office.
Proven experience leading or coordinating quality teams.
Solid experience with problem-solving methodologies (8D, 5 Whys, Ishikawa).
Ability to read and interpret technical drawings, specifications, and quality requirements.
Strong knowledge of Quality Management Systems (ISO 9001 required; IATF 16949 is a plus).
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric - apply today!
36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion