Technical Offer Manager

Schneider Electric•Nashville, TN

80d•$112,000 - $168,000

About The Position

Schneider Electric has a meaningful opportunity for a Technical Offer Manager (Customer Incident Expert is the term we use internally) in Nashville, TN. You will work for a company consistently rated by Fortune as one of the "Great Places to Work" and by Glassdoor as the 11th spot as the "Best Place To Work", by Ethisphere as "one of the World's Most Ethical Companies", by Forbes as "America's Best Employers for Diversity", by Equileap as the "World's Top 10 in Gender Equality", and by TIME as the "Most Sustainable Company in the World". Overview: As a key member of the P-GIS (Primary-Gas Insulated) Industrialization team within the Power Systems organization in North America (NAM), you will be responsible for leading industrialization projects as part of the Schneider Electric Offer Life Cycle Management Process. Your expertise will ensure the manufacturing feasibility and operational efficiency of our Medium Voltage Offer while adhering to Schneider Electric's Performance System (SPS) principles. You will lead cross-functional teams to deliver innovative solutions that enhance product quality, safety, and cost-effectiveness.

Requirements

Bachelor's Degree or Master's Degree in Electrical Engineering
Experience with Primary Gas Insulated Switchgears with good understanding of Customer application.
This role requires a blend of technical acumen, customer-centric thinking, and strong collaboration skills to address challenges effectively and enhance customer satisfaction.
The candidate should exhibit purpose-driven actions by aligning their efforts with organizational goals, ensuring timely and high-quality resolutions to customer concerns.
Effective communication skills are critical for engaging with customers and internal teams, conveying technical findings clearly, and building trust and confidence.
Additionally, the ability to adapt to dynamic challenges, leverage feedback for continuous improvement, and contribute to knowledge-sharing initiatives is vital for long-term success in this role.
30% of time travel expected within North America region (US, Canada, Mexico)

Nice To Haves

Knowledge on IEC standards or member any IEC community added advantage

Responsibilities

Carry-out Technical Incident expert analysis for MVO Offers . Technical expertise can be conducted either with product returned to lab, remote expertise or on-site directly.
Ensure a structured approach in collecting incident data, including customer feedback, Equipment performance data, and other relevant information from site.
Act as the primary technical contact during the incident resolution process, fostering clear and transparent communication with Internal stake holders.
Lead the analysis, involve the relevant stakeholders (Front Office, Field Service, Lab, R&D core functions, factory, etc. if needed)
Prepare detailed technical reports (TEX + RCA) with document findings, including failure modes.
Ensure accurately documenting the findings, technical insights, and actions.
Support to initiate immediate containment actions, internal corrective actions, and Preventive actions.
Provide detailed insights and feedback to cross-functional squads, enabling them to develop and implement robust Preventive Actions.
Ensure that all reports are completed within the defined lead time and shared with the customer in a timely manner, adopting a customer-centric and professional tone.
Focus on precision, clarity, and adherence to Schneider Electric standards while developing these reports.
Support Front Office and ensure effectively communicate findings and reports to customers, addressing their queries and concerns with confidence and expertise.
To spread the Voice of Customer (VoC) internally from expertise field to quality and R&D teams in LoB.
Act as a bridge between customers, quality teams, and Squad team to bring field failure insights into internal processes.
Share customer feedback to drive product and process improvements in Offer quality process.
Contribute actively to the CID Expert community through technical support, knowledge sharing and best practices.
Ensure TEX lead time respected as per SE Directive requirement and ensure high quality of reports released each time.
Continuously evaluate and improve internal processes for incident analysis to optimize response times and outcomes.
Collaborate with peers to address complex customer issues, discuss together and brainstorm to find good solutions for the failure mode.
Follow I2P process.
Ensure proper follow-up and traceability via BFO I2P tool.
Participate Cold loop process actively to the Root Cause Analysis through 8D methodology.
Identify recurring patterns in incidents thru data analysis and propose long-term solutions for the frequent failure modes.
Drive initiatives to enhance technical expertise, processes, and tools to improve incident resolution efficiency.