Field Services Customer Experience, Quality & Operational Excellence Leader
Schneider's purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all - We call this Life Is On.
Our mission is to be your digital partner for Sustainability and Efficiency. We drive digital transformation by integrating world-leading process and energy technologies, endpoint to cloud connecting products, controls, software, and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centers, infrastructure and industries.
We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values.
Great people make Schneider Electric a great company.
We are seeking an Field Services Customer Experience, Quality & Operational Excellence Leader who is in charge to lead Field Services operation performance towards excellence by improving processes, governance and efficiency of tendering and Execution in countries, leveraging tools and digitization (BFS, CPQ, Onsite).
Mission:
Lead Field Services performance towards customer-centric excellence by ensuring top-quality standards, operational efficiency, and continuous improvement across end-to-end processes.
This role combines customer experience leadership with operational excellence, leveraging tools, digitization, and analytics to optimize productivity, cost, and satisfaction.
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Key Responsibilities:
Customer Experience & Quality:
- Act as the voice of the customer throughout the Field Services business cycle.
- Drive Complaint Management and escalate major business risks, safety alerts, and customer issues.
- Lead continuous improvement programs (Lean, Six Sigma, 8D) to enhance service quality and customer satisfaction.
- Execute CSQ projects and initiatives for the Zone/Cluster.
- Monitor and improve Cost of Poor Quality, NSS scores, and installation/commissioning risk mitigation.
- Ensure root cause analysis and corrective/preventive actions for quality issues.
Operational Excellence & Tools:
- Deploy Annual Execution Plan (AEP) initiatives across Safety, Cybersecurity, Productivity, Tendering & Delivery.
- Implement and drive adoption of digital tools (BFS, CPQ, Onsite) and global applications for service execution.
- Optimize productivity and cost management (labor utilization, warranty costs, project GM improvement).
- Establish governance for E2E service processes, compliance, and playbook deployment.
- Lead business analytics for execution (coverage, footprint, failure rates, efficiency metrics).
- Manage FS P&L and Gross Margin improvement plans, collaborating with Finance BP.
Main Interactions:
- Internal: Field Services VP, FS Execution Leaders, Sales, Finance, Global CSQ & Execution Excellence teams.
- External: Customers, Subcontractors, Country Quality Teams, H&S.
Required Skills:
- Strong customer orientation and ability to influence decisions
- Leadership in cross-functional and multicultural environments
- Analytical mindset for data-driven decision-making
- Ability to drive change and overcome resistance
- Expertise in Lean Six Sigma and continuous improvement (Green Belt or Black Belt)
- Knowledge of Field Services business, strategy, and end-to-end processes
- Proficiency in digital tools (BFS, CPQ, Onsite) and global applications
- Financial acumen for P&L and gross margin improvement
- Excellent communication, collaboration, and process orientation
- Innovative thinking and problem-solving skills
- Degree: Engineering and/or Business (Postgraduate preferred).
- Certifications: Green Belt or Black Belt in Lean Six Sigma.
- Experience: 5-10 years in Sales/Marketing/Quality and/or Field Services operations.
- Technical: FS business & strategy knowledge, finance essentials, digital tools adoption.
- Languages: Fluent English (spoken and written).
- Competencies: Leadership, collaboration, communication, process orientation, innovative thinking.
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
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