Customer Experience Engineer

Schneider Electric • Mechanicsburg, PA

403d

About The Position

The Customer Experience Advocate role at Schneider Electric focuses on driving customer-centric initiatives across the organization. The position is responsible for measuring customer experience against business priorities, resolving customer dissatisfaction, and implementing improvement plans in collaboration with business stakeholders. The advocate will also engage with customers directly, ensuring their needs are met and that their feedback is utilized to enhance overall service quality.

Requirements

• Bachelor's degree in computer science, Engineering, Supply Chain, Mechanical, Industrial, or equivalent field.
• Excellent verbal and written communication skills including the ability to influence internal and external customers, listen effectively and request 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 leading, peer mentoring and development, and the ability to empower others through delegating responsibility.
• 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.
• Experience with Project Management and Lean.
• Proficiency with MS Office suite of products, especially PowerPoint and Excel.
• 2-3 years of project management experience.
• 2 years of Continuous and quality Improvement experience.
• 2 years of experience in an engineering or technical capacity.
• Six Sigma experience preferred.

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.
• Select, schedule, and plan out visits to customer sites and host customers at our facility.
• Identify both internal and external customers for each process, and their requirements, and work on actions to improve the overall customer experience.
• Work in collaboration with continuous improvement engineers and Quality.
• Support the internal process audit.
• Support and influence customer-centric culture.
• Assist with customer satisfaction and quality-related projects as needed.
• Organize and coordinate the deployment of sustainable Excellence in all the entity processes using improvement tools (SPS, 6 Sigma, Lean, Kaizen).
• Ensure that complaints are resolved effectively and without delay and those not resolved have been escalated to the appropriate entity.
• Collaborate with other organizations to contain, correct, and prevent problems affecting customers.
• Utilize I2P methods.
• Ensure that the Complaint process is supported with a warm loop (immediate containment for operational root causes) and 8D for a cold loop (for systemic root causes).
• Determine 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 the voice of the customer survey responses and customer net promoter scores. Communicate these reviews/ratings with management.
• Ensure that customer complaints lead to robustness program updates.
• Scope is on operational and systemic facility processes, but also requires knowledge of and communication with order management and transport.
• Share critical customer feedback information with management and all employees at all levels of meetings and on information boards.

Benefits

• Competitive salary
• Health insurance
• Retirement savings plan
• Professional development opportunities
• Flexible working hours
• Diversity and inclusion programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees