Customer Experience Engineer

What will you do?

• Ensure complaints are resolved effectively and without delay and that unresolved complaints are escalated to the appropriate entity.
• Collaborate with other organizations to contain, correct and prevent problems affecting customers.
• Utilize I2P methods and support the complaint process with warm loop (immediate containment) and 8D for cold loop (systemic root causes).
• Guide other departments and employees on proper root cause analysis and PFMEA through training, kaizen or urgent issues interrupting production.
• Manage PFMEA animation and documentation with all required processes.
• Determine recurrent and severe customer issues, contain them, conduct root cause analysis, correction and prevention.
• Regularly analyze customer issues to identify top issues and launch projects to prevent them.
• Monitor and respond to voice of the customer survey responses and customer net promoter scores and communicate reviews/ratings with management.
• Scope is on operational and systemic facility processes; require knowledge of and communication with order management and transport.
• For product assembly, work closely with manufacturing engineers and teams responsible for PCP, FMEA and industrial referential.
• Share critical customer feedback information with management and all employees at all levels of meetings and on information boards.
• Plan and host customer appreciation days, including management, supervisors, employees.
• Select, schedule and plan visits to customer sites and host customers at our facility.
• Identify internal and external customers for each process, their requirements, and work on actions to improve overall customer experience.
• Work in collaboration with continuous improvement engineer.
• Update customer information board for on-site visits.
• Support and influence customer centric culture.
• Assist with customer satisfaction and quality related projects as needed.

• Act as the Customer Experience advocate.
• Drive Customer Centricity in entities.
• Ensure the Customer Experience is measured according to Business priorities.
• Define and follow up the improvement action plan and priorities with Business stakeholders.
• Ensure customer dissatisfactions are solved quickly and effectively through containment, correction and prevention steps.

DC Director

For this U.S. based position, the expected compensation range is $86,400 - $129,600 per year, which includes base pay and short-term incentive. The compensation range for this full-time position applies to candidates located within the United States. Our salary ranges are determined by reviewing roles of similar responsibility and level. Within the salary range, individual pay is determined by several factors including performance, knowledge, job‑related skills, experience, and relevant education or training.

Schneider Electric also offers a comprehensive benefits package to support our employees, inclusive of medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks (credits to apply toward your benefits), flexible work arrangements, paid family leaves, 401(k) + match, well‑being and recognition (including service anniversary) programs, 12 holidays per year, 15 days of paid time off per year (pro‑rated in the first year of employment based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.

• Bachelor’s Degree in Engineering, Technical or other related field.
• 2+ years of project management experience.
• 2+ years of Continuous Improvement experience.
• 2+ years of experience in an engineering or technical capacity.
• Experience with Project Management techniques and strategies.
• Experience in Lean strategies and methods.
• Proficiency with MS Office suite of products, especially PowerPoint and Excel.
• Experience with CRM or customer relations tools.
• Excellent verbal and written communication skills including the ability to influence internal and external customers, listen effectively and solicit input from others.
• Excellent organizational skills including the ability to handle multiple demands and assignments, prioritize…