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Customer Experience Engineer

1 month ago

Mechanicsburg, United States Schneider Electric Full time

What will you do?


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.
o Collaborate with other organizations to contain, correct, and prevent problems affecting customers.
o Utilize I2P methods.
o 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)
Determination of recurrent and severe customer issues, their containment, root cause analysis, correction, and prevention
o Ensure all customer issues are regularly analyzed to identify top issues and
launch projects to prevent them.
o Eliminate dissatisfaction by ensuring customer issues are well-managed and
ultimately prevented.
o Monitor and respond to the voice of the customer survey responses and
customer net promotor scores. Communicate these reviews/ratings with
management.
Ensure that customer complaint leads 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.
General
Ensure all customer issues are regularly analyzed to identify top issues and launch projects to prevent them.
Escalate customer issues to the right organization whenever needed and support collaborative resolution in the customer's best interest

What qualifications will make you successful for this role?


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.
Candidate must be a 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
Bachelor's degree in engineering or technical degree, or corresponding experience
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 project preferred.

Let us learn about you Apply today.

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

Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in empowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life. We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your Meaningful, Inclusive and Empowered career at Schneider Electric.

€34.2bn global revenue
+12% organic growth
135 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

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

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we embrace different' as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

Schneider Electric is an Equal Opportunity Employer. It is our policy 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.