Senior Associate, Customer Advocate

Schneider Electric•Buffalo, NY

12d•Hybrid

About The Position

Join us as a Senior Associate, Customer Advocate and become the driving force behind exceptional customer experiences. In this role, you'll be the voice of our customers, leading initiatives that elevate satisfaction, loyalty, and service excellence across the organization. At Schneider Electric, we believe access to energy and digital innovation is a basic human right. We empower our people to do their best work and make a meaningful impact. The Senior Associate,Customer Advocate serves as the Voice of the Customer within the organization, driving customer-centricity across business functions. This role ensures customer concerns, complaints, and quality issues are addressed quickly and effectively through containment, corrective actions, and preventive actions. The Customer Advocate Engineer leads cross-functional collaboration to improve customer satisfaction, reduce recurring quality issues, and continuously enhance the overall customer experience.

Requirements

Bachelor's degree in Engineering, Quality, Manufacturing, or a related technical discipline.
5+ years of experience in Quality, Manufacturing, Engineering, Customer Quality, Product Support, or a related function.
Experience managing customer complaints, customer escalations, and quality improvement initiatives.
Demonstrated experience conducting Root Cause Analysis (RCA) and implementing Corrective and Preventive Actions (CAPA).
Strong analytical and problem-solving skills with the ability to manage multiple priorities.
Excellent verbal, written, and presentation communication skills.
Proven ability to influence stakeholders and drive cross-functional collaboration.
Proficiency with Microsoft Office Suite.

Nice To Haves

Experience in cooling technologies, HVAC systems, thermal management, data center cooling, or industrial products.
Knowledge of quality methodologies including 8D, Six Sigma, Lean, CAPA, FMEA, and statistical problem-solving tools.
Experience working with customers, suppliers, service organizations, and manufacturing operations.
Green Belt or other Continuous Improvement certifications preferred.
Familiarity with quality management systems and customer complaint management tools.

Responsibilities

Act as the primary advocate for customer satisfaction and customer experience.
Capture, analyze, and communicate Voice of Customer (VoC) feedback, field issues, service reports, and customer claims.
Ensure customer concerns are understood, prioritized, and addressed appropriately.
Promote customer-focused decision-making and influence stakeholders to drive customer-centric outcomes.
Lead customer complaint investigations from issue identification through resolution and closure.
Coordinate immediate containment actions to minimize customer impact and business risk.
Facilitate structured root cause investigations utilizing methodologies such as 8D, 5 Why, and Fishbone Analysis.
Verify the effectiveness of corrective and preventive actions (CAPA).
Escalate critical customer issues through established governance and escalation channels.
Analyze complaint data, field issues, and customer feedback trends to identify systemic issues and recurring failures.
Drive continuous improvement initiatives focused on product quality, reliability, and customer satisfaction.
Deploy lessons learned across engineering, manufacturing, suppliers, service teams, and quality organizations.
Lead prevention projects that eliminate recurring failures and enhance overall customer experience.
Partner closely with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality teams.
Drive alignment on issue prioritization, containment strategies, corrective actions, and customer communication plans.
Support management of customer escalations and high-impact business risks.
Ensure transparent communication across internal and external stakeholders throughout the resolution process.
Serve as the site focal point for customer issue management and escalation processes.
Ensure compliance with quality systems, complaint handling procedures, and continuous improvement standards.
Monitor process performance and identify opportunities for operational excellence.
Support audits, management reviews, and quality governance activities related to customer satisfaction.