Customer Quality Advocate

Schneider Electric; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Schneider Electric is seeking a Customer Advocate Specialist in Singapore to champion the customer voice and lead the VIP Program. You will drive customer-centric culture change and oversee resolutions to quality issues across product ranges.

The role requires a Engineering degree, 5+ years of experience, and strong problem-solving, communication, and influencing skills to operate in a global, matrixed environment. Total Rewards are offered as part of the package.

Qualifications

• Degree in Engineering or equivalent.
• At least 5 years of relevant experience.
• Customer oriented mindset – experience in handling customer inquiries.
• Advanced problem-solving skills.
• Strong consultative and analytical skills.
• Knowledge in continuous improvement methodology and change management.
• Strong influencing skills with a global mindset.
• Proven ability to work in a highly matrixed and multicultural environment.
• Communication and presentation capabilities.

Responsibilities

• Accountable for fast and effective resolution of customer complaints on quality for all product ranges.
• Determine recurrent and severe customer issues, their containment, root cause analysis, correction, and prevention.
• Eliminate dissatisfaction by ensuring customer issues for all product ranges are well managed and prevented.
• Ensure a reliable process to solve customer quality complaints quickly, including warranty returns and replacements.
• Escalate customer issues to the right organization and support collaborative resolution.
• Analyze issues to identify top problems and launch preventive projects.
• Collaborate with other organizations to contain, correct, and prevent problems affecting customers.
• Lead containment actions for known problems.
• Use I2P process and systems to drive fast resolution.
• Coordinate handover from projects to quality/services with proper docs.
• Visit sites, meet customers, address complaints, present resolutions.
• Coordinate experts for resolution with factories.

Skills

Technical fluency

Customer focus

Collaboration

Communication

Decision making

Results oriented

Education

Engineering degree

5+ years experience

Customer inquiries

Problem-solving

Consultative skills

Continuous improvement

Influencing

Matrixed environment

Presentation

Job description

Join us as a Customer Advocate Specialist and become the champion our customers deserve. You'll lead our VIP Program, drive customer-centric culture change, and ensure the customer voice is heard in every important decision we make.

What will you do?

• Accountable for the fast and effective resolution of customer complaints on quality for all product ranges
• Determinerecurrent and severe customer issues, their containment, root cause analysis, correction, and prevention
• Eliminate dissatisfaction by ensuring customer issues for all product ranges are well managed and ultimately prevented
• Ensure a reliable process is operating to solve customer quality complaints fast and effectively, including warranty returns and replacements
• Escalate customer issues to the right organization whenever needed, and support 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
• Collaborate with other organizations in order to contain, correct, and prevent problems affecting customers
• Lead the execution of containment actions for known problems
• Usage of Issue to Prevention (I2P) process and systems (BFO) to drive fast resolution
• Projects hand-over and DLP/ warranty support
• Key member to the handover process from the projects team to the quality and services team with proper documentation and installed based information
• Joint site visits, meet customers to address complaints and present resolutions
• Tight coordination and follow-up with the factory and experts for resolution
• Review the Technical Analysis report before presenting to customers
• Coordinate experts' intervention whenever required

What are the key skills we are looking for?

• Technical fluency with strong problem-solving skills
• Customer-focused
• Foster collaborations and networking
• Effective communication
• Strategic and decision making
• Results driven

What qualifications will make you successful?

• Degree in Engineering or equivalent
• At least 5 years of relevant experience
• Customer oriented mindset – experience in handling customer inquiries
• Advanced problem-solving skills
• Strong consultative and analytical skills
• Knowledge in continuous improvement methodology and change management
• Strong influencing skills with a global mindset
• Proven ability to work in a highly matrixed and multicultural environment
• Communication and presentation capabilities

What's in it for me?

• Lead high-impact programs that directly improve customer satisfaction and loyalty
• Work in a role where your advocacy shapes business strategy and culture
• Collaborate with passionate teams committed to delivering exceptional experiences
• Grow your career through leadership opportunities and strategic project ownership

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.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

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.