Global Strategic Customer Escalation Lead

Schneider Electric; Buffalo (NY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Schneider Electric Motivair seeks a Senior VIP Customer Concern Manager to advocate for our most strategic customers and lead executive escalations. You will influence cross-functional teams to resolve complex issues, protect revenue, and ensure rapid resolution of product quality, performance, and delivery concerns.

This role operates at the intersection of customer experience, quality, engineering, manufacturing, and commercial operations, driving continuous improvement and strengthening

Qualifications

• Bachelor's Degree in Engineering.
• Minimum 10 years of relevant professional experience.
• Experience supporting critical infrastructure products.
• Demonstrated expertise in customer-facing technical problem solving.
• Strong engineering and analytical foundation.
• Proven track record leading cross-functional investigations.
• Experience interfacing directly with customers regarding technical issues.
• Exceptional verbal and written communication skills.
• Ability to travel 25% to 50% globally as business needs require.

Responsibilities

• Serve as the primary escalation leader for strategic customer concerns globally.
• Develop trusted relationships with key customer stakeholders.
• Coordinate global response teams.
• Lead containment and recovery activities.
• Track actions through successful implementation.
• Provide frequent communication regarding status and resolution plans.
• Lead investigations involving product quality, delivery, reliability, and performance issues.
• Translate customer expectations into business improvement initiatives.

Skills

Executive communication

Cross-functional leadership

Root Cause Analysis

8D Methodology

Engineering focus

Education

Bachelor's Degree in Engineering

Job description

Schneider Electric Motivair seeks a Senior VIP Customer Concern Manager to advocate for our most strategic customers and lead executive escalations. You will influence cross-functional teams to resolve complex issues, protect revenue, and ensure rapid resolution of product quality, performance, and delivery concerns.

This role operates at the intersection of customer experience, quality, engineering, manufacturing, and commercial operations, driving continuous improvement and strengthening