NAM Region Services CS&Q Leader

For this U.S. based position, the expected compensation range is $168,800 - $253,200 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.

• Maintain close alignment with the Customer Advocate team to understand issue criticality and amplify the Customer Voice across the region.
• Track and eliminate roadblocks that impact NSS improvements for relevant customer touchpoints.
• Support and monitor country‑level action plans to drive end‑to‑end improvements in Customer Satisfaction and Experience; promote cross‑regional sharing of best practices.

• Ensure strong engagement of country CS&Q and operations teams in managing quality issues and escalations.
• Serve as the primary escalation point for CMI/OSI/BRE processes, ensuring stakeholder accountability and timely resolution.
• Lead PRBs related to Field Service execution and drive OSAC/OSAP processes where safety risks are identified.
• Monitor and verify implementation of Field Service Bulletins (FSBs), with a focus on Immediate Action requirements.
• Conduct service quality SPS audits and follow up on corrective actions.
• Support the development and awareness of Services CoPQ directives.
• Identify and escalate potential systemic issues, ensuring visibility from the field and appropriate follow‑through.

• Animate and support the Quality Culture Transformation to drive accountability, ownership, and speed in addressing quality issues.
• Ensure effective deployment of Hypercare CAPA activities, including training and awareness.
• Promote adherence to Services Quality Fundamentals to strengthen field execution rigor.
• Support end‑to‑end Work Order discipline and data quality.
• Lead and coordinate continuous improvement initiatives (regional and global), and facilitate cross‑country sharing of lessons learned and best practices.
• Ensure proper deployment of subcontractor competency mapping and alignment with make‑or‑buy policies.

• Master's or Bachelor's degree in Quality, Engineering, Business, or a related field.
• Minimum 7 years of experience in Quality Management, ideally within services, field operations, or technical environments.

• Strong expertise in Problem Solving and Root Cause Analysis methodologies.
• Demonstrated experience driving Continuous Improvement and Quality Culture transformation.
• Excellent leadership, communication, and influencing skills to work across multiple levels and functions.
• Ability to manage escalations with speed, transparency, and a customer‑first mindset.

• A meaningful role at a company recognized globally for sustainability and innovation.
• The opportunity to shape quality and customer experience across one of Schneider's most dynamic regions.
• A flexible, inclusive, and diverse work environment that encourages growth and continuous learning.
• Comprehensive benefits, wellbeing resources, and development pathways tailored to your ambitions.