Requisition Title : Customer Major Issue Leader, Power Products
You are a passionate customer oriented person with a strong background and technical experience integrating low voltage applications and digital communication, willing to work in a fast pace, energizing and exposed environment. Your knowledge of Power Products is very appreciated, as well as your ability to manage demanding customer and large scale quality crisis, such as product recalls.
Your role will be articulated around 3 dimensions
- Customer Major Issue resolution leader
- Customer complex Issue/cases resolution
- Main quality contact point for Power Product devices ( ACB, MCCB, Contator , etc )
- Subject matter expert for LV switching devices (ACB, MCCB, Contatctor etc , expert on PP busway /LV equipment.
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- Lead the CMI linked to the scope of offers.
- Eliminate dissatisfaction by ensuring customer issue are well managed and ultimately prevented
- Ensure a reliable process is operating to solve customer complaints fast and effectively
- Escalate customer issues to the right organization whenever needed and supports collaborative resolutions in the customers best interest
- Ensure all customer issues are regularly analyzed in order to identify top issues and launch projects to prevent them
- Collaborate with other organizations in order to contain, correct and prevent problems affecting customers.
- Lead execution of containment actions for known problems.
As CMI leader, you will often interact with customers. Your role will be to demonstrate Schneider Electric's values and build trust over time, transforming difficult situations in opportunities.
1. Resolution of Critical Issues in CMI and BRE: Resolve at least 90% of critical issues related to CMI and BRE within a 30-day timeframe. Track and report the percentage of issues resolved on a monthly basis. Collaborate with cross-functional teams to identify and address issues effectively. Achieve resolution rate consistently over the next quarter.
2. Demonstrating Leadership in I2P Domain :Lead three training sessions on I2P best practices for team members within the next six months.Gather feedback from at least 80% of participants to assess understanding and application of I2P concepts.utilize existing resources and knowledge to facilitate sessions.Complete all sessions by the end of the second quarter.
3. Effective Warm Loop to Cold Loop Transition: Develop a transition framework that successfully shifts 75% of warm loop processes to cold loop within six months. Monitor the transition process and report the percentage of successful shifts monthly.
Ranges in scope : Mainly Low voltage switiching devices , added advantage --with PP busway/LV Equipment expertize.
Qualifications - Internal
- Technical back ground in Electromechanical
- Electrifier Level 1
- Good business understanding, experience a Business developer or customer project manager is appreciated
- Customer oriented,
- Problem solving expert (8D, 5Why, QRQC)
- Face paced, agile and flexible, Eager to work under heavy pressure and exposure
- Team player, able to implement and animate SIM type of interaction
- Experts and key stakeholders networking
- Collaborative and open behaviors within a dynamic, large, multicultural environment.
- Fluent++ in English, preferable to have a second international language.
Qualifications
Overall 15 years and minimum 5 years of relevant experience is required.
Schedule: Full-time
Req: 009DPD