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.

Ensures that complaints are resolved effectively and without delay and that those not resolved at the
entity organization level have been escalated and considered in the competent entities.

• Drive Customer Centricity - for the entity

• Continuously listen to Voice of Customer and the feedback from CSLD related to his perimeter.
• Eliminate dissatisfaction by ensuring customer issues are well managed and ultimately prevented
• Ensure a reliable process is operating to solve customer complaints fast and effectively
• Be the reference of the plant for I2P process as "I2P Champion"
Escalate customer issues to the right organization whenever needed, and supports collaborative
resolution in the customer's best interest
•Ensure all customer issues are regularly analyzed in order to identify top issues and launch projects to
prevent them
• Ensure that customer complaint leads to Robustness program update (PCP, FMEA, ...)
Collaborate with other organizations in order to contain, correct, and prevent problems affecting
customers
• Lead execution of containment actions for known problems
Monitor and analyze feedbacks coming from Customer Voice tool to proactively define a complete
action plan to improve customer satisfaction
• Is also responsible to deal with complaints generated by other Schneider entities to the plant
• In case the Plant is also an Expert Center:
Manage the expert assessment process from Root Cause analysis validation up till the measurement of
the effectiveness of the actions performed
• Produce the Expert Assessment reports on time at the Quality level expected by the customer

Qualifications

BE in Mechanical or Electrical or Electronics domain with 4- 5 years of experience in Quality function handling customer complaints and investigating with proper 8D methodology.

Schedule: Full-time
Req: 009C3V