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Customer Advocate Engineer

AT Schneider Electric
Schneider Electric

Customer Advocate Engineer

Rome, Italy

Mission

• 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.

Key Responsibilities
Ensures that complaints are resolved effectively and without delay and that those not resolved at the
entity organization level have been escalated and considered in the competent entities.

Drive Customer Centricity - for the entity.

Main Activity

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• Continuously listen to Voice of Customer and the feedback from CSLD related to his perimeter.
• Eliminate dissatisfaction by ensuring customer issues are well managed and ultimately prevented
• Ensure a reliable process is operating to solve customer complaints fast and effectively
• Be the reference of the plant for I2P process as "I2P Champion"
Escalate customer issues to the right organization whenever needed, and supports collaborative
resolution in the customer's best interest
• Ensure all customer issues are regularly analyzed in order to identify top issues and launch projects to
prevent them
• Ensure that customer complaint leads to Robustness program update (PCP, FMEA, ...)
Collaborate with other organizations in order to contain, correct, and prevent problems affecting
customers
• Lead execution of containment actions for known problems
Monitor and analyze feedbacks coming from Customer Voice tool to proactively define a complete
action plan to improve customer satisfaction
• Is also responsible to deal with complaints generated by other Schneider entities to the plant
• In case the Plant is also an Expert Center: Manage the expert assessment process from Root Cause analysis validation up till the measurement of the effectiveness of the actions performed
• Produce the Expert Assessment reports on time at the Quality level expected by the customer

Key Competences
• Communicate Effectively
• Focus on Customer
• Issue Resolution
• Continuous Improvement
• Foster collaboration and networking
• Influence and Convince
• Quality Authority
• Business Acumen
• Change Management & Implementation Methodology
• Customer Experience Performance
• Customer Quality Analytics
• Digital Acumen
• Working knowledge of Microsoft Office Suite
• Quality improvement tools, techniques & models
• Statistical quality techniques and analysis
• English B2

• preferred 3 years experience in the specific role.

What's in it for you?
  • Contratto a tempo indeterminato;
  • Flessibilità sul lavoro;
  • Lavoro entusiasmante in un'azienda internazionale, con opportunità di guidare e contribuire a diversi progetti collaborando con team interregionali;
  • Formazione speciale personalizzata in base alle esigenze e agli obiettivi di carriera;
  • Opportunità di sviluppo sulla base di chiari percorsi di carriera, per crescere attraverso l'esperienza e l'esposizione;
  • Un ambiente in cui i dipendenti hanno pari opportunità di raggiungere il loro massimo potenziale, a seconda delle prestazioni e delle aspirazioni personali;
  • Programma di congedo familiare globale;
  • Mensa.

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.

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.

Client-provided location(s): Italy
Job ID: Schneider_Electric-https://careers.se.com/jobs/88261?lang=en-us
Employment Type: Full Time