Senior Manager, Customer Satisfaction and Quality Web Giants
About The Position
Schneider Electric USA, Inc. seeks a Sr. Manager, Customer Satisfaction and Quality, Web Giants in El Paso, TX. Job Description: Providing outstanding customer service and support to Cloud and Service Provider (C&SP) clients, while ensuring compliance with the quality standards of each client. Collaborate with the GSC team to organize and generate monthly reporting of key customer dashboards, presenting insightful data-driven metrics to internal stakeholders and clients. Serve as the primary point of contact for customer-facing meetings, ensuring effective communication, addressing concerns, and building strong relationships with our web giant clients. Utilize advanced problem-solving methodologies, such as 8D problem resolution, to drive the timely and effective resolution of complex issues. Make data-driven recommendations aimed at reducing manufacturing and design risks, enhancing the overall customer experience, and improving product and service offerings. Proactively identify potential crises and mitigate their impact through active crisis management. Champion continuous improvement initiatives within the GSC. Foster strong relationships with executive leadership internally, providing regular updates on customer satisfaction, highlighting quality improvement opportunities, and aligning strategies to meet customer expectations. Stay abreast of industry trends and advancements, incorporating relevant knowledge into quality management strategies and processes.
Requirements
- Position requires a bachelor’s degree, or foreign equivalent, in engineering (any), Mathematics, or related field and 5 years of progressive, post-Bachelor’s experience in senior plant or central quality management in the cloud and service provider data center electrical equipment industry, or closely related occupation, which must include: 5 years of customer-facing quality experience in the electrical manufacturing segment; and 5 years of experience leading multiple plants and technical entities with strong understanding of electrical switch gear and switchboard technical requirements.
- Must also have demonstrable experience in the following skills: Problem resolution for electrical switch gear in hyperscale data centers using the C&SP 8D problem resolution method.
- Working closely with C&SP client to resolve technical issues while respecting the client’s 24/7 uptime requirements; Quality management skills (Judoka, Poke yoke, Quality management, and effective quality authority).
- Creating and executing strategy for complex global supply chains supporting a C&SP client commissioning schedules; and Quality improvement skills, including facilitation of Kaizen and Kaikaku events.
- Six Sigma Green Belt certification is required.
Responsibilities
- Providing outstanding customer service and support to Cloud and Service Provider (C&SP) clients, while ensuring compliance with the quality standards of each client.
- Collaborate with the GSC team to organize and generate monthly reporting of key customer dashboards, presenting insightful data-driven metrics to internal stakeholders and clients.
- Serve as the primary point of contact for customer-facing meetings, ensuring effective communication, addressing concerns, and building strong relationships with our web giant clients.
- Utilize advanced problem-solving methodologies, such as 8D problem resolution, to drive the timely and effective resolution of complex issues.
- Make data-driven recommendations aimed at reducing manufacturing and design risks, enhancing the overall customer experience, and improving product and service offerings.
- Proactively identify potential crises and mitigate their impact through active crisis management.
- Champion continuous improvement initiatives within the GSC.
- Foster strong relationships with executive leadership internally, providing regular updates on customer satisfaction, highlighting quality improvement opportunities, and aligning strategies to meet customer expectations.
- Stay abreast of industry trends and advancements, incorporating relevant knowledge into quality management strategies and processes.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
