Customer Experience Engineer

Schneider Electric•Chino Hills, CA

About The Position

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.

Requirements

Bachelor’s Degree in Engineering, Technical or other related field
2+ years of project management experience
2+ years of Continuous Improvement experience
2+ years of experience in an engineering or technical capacity.
Experience with Project Management techniques and strategies
Experience in Lean strategies and methods
Proficiency with MS Office suite of products, especially Powerpoint and Excel
Experience with CRM or customer relations tools
Excellent verbal and written communication skills including the ability to influence internal and external customers, listen effectively and solicit input from others
Excellent organizational skills including the ability to handle multiple demands and assignments, the ability to prioritize tasks effectively and efficiently, and drive issues/ tasks to closure
Strong leadership skills including, team management, peer mentoring and development, and the ability to empower others through delegating responsibility
Candidate must be a self-starter, highly motivated, and results driven
Strong problem-solving skills and experience with root cause analysis and implementation of corrective action for process related concerns
Ability to work effectively in a group setting as well as independently

Responsibilities

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.
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

Benefits

medical (with member reward points)
dental
vision
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)
military leave benefits