The Energy Management Business of Schneider Electric provides the Rack systems through its Transactional & Edge Line of Business and is looking for a smart, talented, and experienced engineer to support the quality goals of the Rack Systems product lines which includes Racks, Rack Power Distribution Units, Automatic Transfer Switches, and KVMs.
Position Profile
Working closely with Project Management, Product Management, Development and Continuous Engineering, Technical Support, and factories as well as customers, the Project / Offer Quality Leader's mission is to ensure the competitive quality performance of the offer is delivered to the customer at the expected level. The Rack Systems Project / Offer Quality Leader (PQL/OQL) monitors the offers in their portfolio and drives any actions required to ensure customer satisfaction. This position is responsible for the offer quality and customer satisfaction of Rack Systems product line offers.
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Responsibilities & Key Tasks
- Supervise the complete scope of quality (marketing, manufacturing, supply chain, global technical support, etc.) for an existing offer to improve customer experience.
- Analyze all data relative to quality by connecting to customers and internal teams and tools (PRB/I2P, CCC cases, customer survey or feed-back, manufacturing quality, Supplier, RMA, and TEX).
- Secure from Offer Management or write Critical To Quality (CTQ) documents using customer and domain knowledge as well as offer requirements.
- Work within the offer management groups and bring your customer, quality and domain knowledge to the projects and existing offers.
- Define annual quality targets and roadmap for offers in charge. Assess the achievement of the performance. Ensure effectiveness of quality improvement activities.
- Drive the quality issues resolution and prevention using 8D and Lean 6 Sigma methodologies.
- Drive coordination and follow-up with the plants through close and direct communication with the plant quality team, leading monthly quality meetings, participating in yearly product reviews and manufacturing audits.
- Setup a surveillance plan, make sure of timely execution and proper results by monitoring and using.
- Lead the VoC in Product Evolution Process (PEP) and Product Withdrawal Process (PWP). Ensure the quality of evolution's impact analysis, risk management and provide all the quality deliverables à Participate in BoC (Board of Change) meetings as quality representative.
- Create or maintain the "categorization" list for technical support cases depending on the offers.
- Make sure the proper product return logistics are well defined and update as needed.
- Manage "warm loop":
- Lead complaint resolution for non-VIP customers; support the customer complaint manager in complaint resolution for VIP customers.
- Regular connection with Technical Support to be in the loop of any customer issues or complaints. Keep customer informed on the progress of the resolution.
- Animate and ensure the efficiency of the Technical Complaint Analysis process (TEX), including physical return process with Analysis centers.
- Decide on stop of delivery and derogation.
- Ensure that the proper information is provided to the Customer as well as to Global Technical Support in case of quality issue, offer evolution and withdrawal.
- Drive Continuous improvement and change management.
- Monthly report on FFR (Field Failure Rate), data analysis on the field issue, customer complaint and look at failure trend and work with the CE team / Global TS and plants for improvement. Lead 8D and all communication through the issue resolution.
- Actively participate as Project Quality Lead in new projects to ensure all quality deliverables are met at each stage gate and provide input for areas or actions needing improvement prior to gate signoff.
- Regularly provide customer experience inputs of offers in field to offer management and future offer management teams & participate in activities which could decide on categorization of offer requirements à Quarterly review with TS team to discuss on offer pain points and customer issues. Provide feedback and report to the offer managers and team for the PEP or PMP projects.
- Travel up to 10% may be required for customer or integrator site visits.
What qualifications will make you successful for this role?
- Engineering degree strongly preferred; field experience accepted in place of degree.
- Strong mechanical and electrical experience an advantage.
- Problem solving methods and statistics knowledge required (8D, 5 Why, Ishikawa, ...).
- Net Promoter Score knowledge a plus.
- Customer application knowledge a plus.
- Familiar with Agile development process a plus.
- Rack System Verification and Validation knowledge a plus.
- Technical basics/product knowledge required.
- Release Management knowledge a plus.
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.
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You must submit an online application to be considered for any position with us. This position will be posted until filled.
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