Customer Experience Engineer at Schneider Electric USA, Inc in Mechanicsburg, Pennsylvania

Job Description:

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.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric - apply today!

€36 billion global revenue
+13% organic growth
150 000+ 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 'inclusion' is 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

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter 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. 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