Customer Experience Engineer

This role ensures that complaints are resolved effectively and without delay and that those not resolved at the entity organization level have been escalated and taken into account in the competent entities. Drive Customer Centricity - for the entity.

What will you do?
- Ensure that complaints are resolved effectively and without delay and those not resolved have been escalated to the appropriate entity.
- Collaborate with other organizations in order to contain, correct, and prevent problems affecting customers.
- Utilize I2P methods.
- Ensure that Complaint process is supported with warm loop (immediate containment for operational root causes) and 8D for cold loop (for systemic root causes)
- Guide other departments and employees on proper root cause analysis and PFMEA through training, kaizen, or urgent issues interrupting production.
- Manage PFMEA animation and documentation with all required processes.
- Determination of recurrent and severe customer issues, their containment, root cause analysis, correction and prevention.
- Ensure all customer issues are regularly analyzed to identify top issues and launch projects to prevent them.
- Eliminate dissatisfaction by ensuring customer issues are well managed and ultimately prevented.
- Monitor and respond to voice of the customer survey responses and customer net promotor scores. Communicate these reviews/ratings with management Ensure that customer complaint leads to robustness program update (PCP, FMEA, ...)
- Scope is on operational and systemic facility processes, but also requires knowledge of and communication with order management and transport.
- For product assembly: work closely with manufacturing engineers and teams who are responsible for PCP, FMEA and industrial referential
- Share critical customer feedback information with management and all employees at all levels of meetings and on information boards
- Plan and host customer appreciation days, while including management, supervisors, employees, etc.
- Select, schedule, and plan out visits to customer sites and hosting customers at our facility
- Identify both internal and external customers for each process, their requirements, and work on actions to improve overall customer experience
- Work in collaboration with continuous improvement engineer
- Update customer information board for on-site visits
- Support and influence customer centric culture
- Assist with customer satisfaction and quality related projects as needed.

Key Responsibilities
- Act as the Customer Experience advocate.
- Drive Customer Centricity in entities.
- Ensure the Customer Experience is measured according to the Business priorities.
- Define and follow-up the improvement action plan and priorities with the Business stakeholders.
- Ensure that Customer dissatisfactions are solved quickly and effectively through containment, correction and prevention steps

Who will you report to?
• DC Director

For this U.S. based position, the expected compensation range is $86,400 - $129,600 per year, which includes base pay and short-term incentive.
The compensation range for this full-time position applies to candidates located within the United States. Our salary ranges are determined by reviewing roles of similar responsibility and level. Within the salary range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks (credits to apply towards your benefits) flexible work arrangements, paid family leaves, 401(k) + match, well-being and recognition (including service anniversary) programs, 12 holidays per year, 15 days of paid time off per year (pro-rated in the first year of employment based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.