Customer Quality Resolution Lead (Hybrid)

Schneider Electric; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Global Family Leave

Medical coverage for employee and depe

Worldwide Employee Stock Ownership

Hybrid work arrangement

Job summary

Schneider Electric is seeking a Quality Resolution Specialist to join our team in Adelaide or Sydney. This hybrid role blends technical problem solving with customer engagement to drive quick, effective resolutions and improve satisfaction.

You will collaborate with engineers, project managers, quality teams and business stakeholders to investigate issues, define root causes, implement corrective actions and prevent recurrence while delivering clear updates to customers and leadership.

Qualifications

• Degree qualification or equivalent in Engineering, Project Management, Quality, Electrical Trade, or related discipline.
• Strong communication and stakeholder management skills.
• Ability to work effectively with customers during challenging or high-pressure situations.
• Strong analytical and problem-solving capability.
• Experience coordinating across multiple teams and stakeholders.
• Highly organized with excellent follow-through and attention to detail.
• Resilient and adaptable when managing complex customer issues.

Responsibilities

• Act as the primary point of contact for customer issues, incidents, and escalations.
• Coordinate onsite and remote responses to customer concerns, ensuring timely communication and resolution.
• Partner with engineering, project management, operations, and quality teams to investigate technical issues and determine root causes.
• Manage customer cases from containment through to closure, ensuring stakeholders remain informed throughout the process.
• Lead and support structured problem-solving activities, including 8D investigations and risk assessments.
• Coordinate containment actions and mitigation plans to reduce customer impact.
• Analyze customer feedback and performance trends to identify recurring issues and improvement opportunities.
• Drive customer satisfaction initiatives related to technical support, service delivery, and operational performance.
• Develop and maintain strong relationships with key customer stakeholders and internal business partners.
• Prepare reports, dashboards, and quality performance updates for leadership and customers.
• Support continuous improvement initiatives that prevent future issues and enhance customer experience.

Skills

Engineering background

Project management

Quality focus

Stakeholder management

Analytical thinking

Education

Engineering degree or equivalent

Job description

Schneider Electric is seeking a Quality Resolution Specialist to join our team in Adelaide or Sydney. This hybrid role blends technical problem solving with customer engagement to drive quick, effective resolutions and improve satisfaction.

You will collaborate with engineers, project managers, quality teams and business stakeholders to investigate issues, define root causes, implement corrective actions and prevent recurrence while delivering clear updates to customers and leadership.