Specialist, Customer Advocate (Schneider Early Career Program)

Schneider Electric; Petaling Jaya; On-site; MYR 72,000 - 96,000; Full time

Job summary

Schneider Electric in Malaysia is seeking a Specialist, Customer Advocate for its Early Career Program. This role focuses on acting as the primary liaison for customer concerns, analyzing satisfaction metrics, and driving customer-centric improvements across the organization.

The position is part of the Schneider Early Career Program, designed for high-potential professionals with 3–5 years of post-graduation experience.

Qualifications

• Bachelor degree in Electrical, Electronic or Mechatronic Engineering or related field.
• 3–5 years post-graduation in technical support, customer care, or related areas.
• Technical knowledge of electrical distribution, energy management and industrial automation.

Responsibilities

• Serve as the primary liaison for customer complaints and escalations.
• Coordinate investigations with cross-functional teams to resolve issues.
• Provide regular customer updates and report on investigation progress.
• Analyze customer satisfaction indicators and identify improvement opportunities.
• Drive continuous improvement initiatives based on customer feedback.

Skills

Customer focus

Root cause analysis

Data analytics

Communication

Stakeholder management

Problem-solving

Continuous improvement

Education

Bachelor degree in Electrical/Electronic/Mechatronic Engineering or related

3–5 years post-graduation experience in relevant fields

Tools

PLC

SCADA

HMI

Job description

Role: Specialist, Customer Advocate (Schneider Early Career Program)

Job Purpose

• As a Specialist, Customer Advocate, you serve as the primary liaison for customer concerns and initiatives that directly impact customer experiences.
• You will analyze customer satisfaction metrics and effectively communicate insights, championing the voice of the customer in key organizational decisions.
• You are responsible for implementing and maintaining customer-centric programs that continuously improve service quality and foster a customer-focused mindset across the organization.
• Your mission is to ensure customer satisfaction and loyalty by advocating for the needs and experiences of customers throughout the company.
• The results of your work are seen through improved customer relationships, enhanced service delivery, and increased customer retention.
• In your role, you are an individual contributor focused on executing customer-centric strategies within your area of expertise.
• You apply specialized knowledge and skills to design and implement non-technical processes and programs that enhance customer advocacy.
• You apply broader knowledge of customer advocacy to deliver impactful results, directly influencing your job area.
• You are responsible for making decisions regarding your work and priorities within established policies and procedures.
• Additionally, you guide and review the work of other professionals, assisting with non-routine or escalated customer issues.
• Your work is occasionally reviewed for quality to ensure optimal customer satisfaction outcomes.

The Schneider Early Career Program (SECP) is an accelerated development program designed for high-potential professionals with 3–5 years of post-graduation work experience, offering opportunities to broaden their exposure and accelerate their growth through meaningful experiences.

Contract Type: Full Time (Permanent)

Intake: January 2027

What will you do?

Customer Complaint & Escalation Management

• Serve as the primary contact for customer complaints and escalations.
• Coordinate investigations with technical, manufacturing, supply chain, service, and quality teams.
• Ensure timely containment, corrective actions, and closure of customer issues.
• Track complaint resolution effectiveness and customer satisfaction after closure.

Customer Advocacy

• Represent the customer's voice within the organization.
• Ensure customer concerns are clearly communicated to internal stakeholders.
• Influence business decisions based on customer needs and expectations.
• Promote a customer-centric culture across departments

Customer Satisfaction Monitoring

• Analyze customer satisfaction indicators such as:
  • Customer Satisfaction (CX)
  • Net Promoter Score (NPS)
• Complaint trends
• Identify recurring issues and improvement opportunities.
• Prepare customer experience reports and dashboards.

Quality & Continuous Improvement

• Support Root Cause Analysis (RCA)/ TEX and Corrective and Preventive Actions (XA).
• Collaborate with quality teams to reduce recurring defects and service failures.
• Drive continuous improvement projects based on customer feedback.
• Verify effectiveness of corrective actions implemented by functions

Cross-Functional Coordination

• Work closely with:
  • Quality Management
  • Customer Care Center
  • Technical Support
  • Logistics
  • Manufacturing
  • Sales & Marketing
• Ensure alignment and accountability for customer issue resolution

Customer Communication

• Provide regular updates to customers on investigation progress.
• Manage customer expectations professionally and transparently.
• Conduct customer follow-up after issue resolution.
• Build trust and maintain long-term customer relationships

Data Analysis & Reporting

• Maintain complaint and customer feedback databases.
• Analyze trends, recurring issues, and systemic failures.
• Generate management reports highlighting:
  • Complaint performance
  • Escalation status
  • Quality trends
  • Customer satisfaction metrics
• Recommend preventive actions based on data insights

What qualifications will make you successful?

• Bachelor Degree in
  • Electrical Engineering, Electronic Engineering, Mechatronic Engineering
  • Automation and Control Engineering, Computer Engineering
  • Or related technical disciplines
• Experience 3-5 Years Experience post graduation in
  • Technical Support,
  • Customer Care
  • Application Engineering
  • Field Service Engineering
  • Industrial Automation
  • Energy Management Solutions
• Technical Knowledge
• Electrical distribution systems
• Power monitoring and energy management
• Industrial automation products
• PLC, SCADA, HMI Systems
• Low Voltage and Medium Voltage Solutions

Core Competencies

• Customer focus and empathy
• Root cause analysis
• Problem-solving
• Quality management knowledge (ISO 9001, CAPA, 8D, RCA)
• Stakeholder management
• Data analytics and reporting
• Communication and negotiation skills
• Project management and continuous improvement methodologies

Key Performance Indicators

• Customer complaint closure time
• Customer satisfaction score (CX)
• Net Promoter Score (NPS)
• Escalation response time
• Repeat complaint rate
• Corrective action effectivenessCustomer issue resolution cycle time
• Quality cost reduction

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

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.

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+9% organic growth
150 000+ employees in 100+ countries

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