Head of CS&Q Prefab LoB

3 weeks ago

Dallas, United States Schneider Electric USA, Inc Full time
The Head of Customer Satisfaction & Quality (CS&Q) for Prefab Lob will have the responsibility to manage the CS&Q function within the entity (Line of Business)
  • Represent the voice of customer and drive the customer centricity within the entity.
  • Influence the decision process of their entity to always take into account the voice of the customers.
  • Care for Very Important Customers as Global Strategic Account managed by the BU.
  • Run CS&Q related processes (Issue to Prevention, Customer Care, Customer Satisfaction & Loyalty Development).
  • Drive Quality Excellence in Offer Creation Process
  • Contribute to Customer Project Process and a lert the management on issues.
  • Take decision having an impact on customer satisfaction (Safety Alert, Business Risk, etc.).
  • Drive the Quality Strategy of their entity in accordance with the Global Quality Strategy.
  • Implement the Schneider quality policy, define CS&Q roles, targets and objectives within the entity.
  • Challenge the involved entities to improve customer satisfaction and achieve quality goals.
  • Drive the relevant quality programs and methods (8D, Lean 6 sigma, etc.) to ensure continuous improvement.
  • Consolidate all Non Quality Costs and drive improvement actions.
  • Manage the Quality Management System of the entity.
  • Advocate to drive and implement the Global directives and policies.
  • Network continuously with Global CS&Q team to ensure Line of Business needs are understood and considered.
  • Represent the entity in the Schneider organization for the Customer Satisfaction & Quality.
  • Ensure the right level of competency for the CS&Q teams and career paths.

This position will report to Head of the LoB being part of the SLT for the LoB.

Dotted line report to Head of CS&Q for the division and attends the Quality management

committee

Main interactions with:

  • Customers
  • Line of Business/BU/Division Management Committee
  • CS&Q teams (Global, Global Supply Chain, Country/Zone,other LoB/BU, IPO, etc.)
  • Marketing/Design/Industrialization/ Purchasing/Continuous
  • Engineering Managers
  • Project Offer Leaders
  • Customer Care Managers
  • Any leader that may contribute to solve Customer issues

Why us?

Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.

€25.7bn global revenue

137 000+ employees in 100+ countries

45% of revenue from IoT

5% of revenue devoted for R&D

You must submit an online application to be considered for any position with us. This position will be posted until filled

It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.The Head of Customer Satisfaction & Quality (CS&Q) for Prefab Lob will have the responsibility to manage the CS&Q function within the entity (Line of Business)

  • Represent the voice of customer and drive the customer centricity within the entity.
  • Influence the decision process of their entity to always take into account the voice of the customers.
  • Care for Very Important Customers as Global Strategic Account managed by the BU.
  • Run CS&Q related processes (Issue to Prevention, Customer Care, Customer Satisfaction & Loyalty Development).
  • Drive Quality Excellence in Offer Creation Process
  • Contribute to Customer Project Process and a lert the management on issues.
  • Take decision having an impact on customer satisfaction (Safety Alert, Business Risk, etc.).
  • Drive the Quality Strategy of their entity in accordance with the Global Quality Strategy.
  • Implement the Schneider quality policy, define CS&Q roles, targets and objectives within the entity.
  • Challenge the involved entities to improve customer satisfaction and achieve quality goals.
  • Drive the relevant quality programs and methods (8D, Lean 6 sigma, etc.) to ensure continuous improvement.
  • Consolidate all Non Quality Costs and drive improvement actions.
  • Manage the Quality Management System of the entity.
  • Advocate to drive and implement the Global directives and policies.
  • Network continuously with Global CS&Q team to ensure Line of Business needs are understood and considered.
  • Represent the entity in the Schneider organization for the Customer Satisfaction & Quality.
  • Ensure the right level of competency for the CS&Q teams and career paths.

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