Senior Customer Advocate Engineer

Schneider Electric; Mount Juliet (TN); Hybrid; USD 102,000 - 152,000; Full time

Job summary

Schneider Electric seeks a Senior Customer Advocate Engineer to drive exceptional customer experiences and act as the voice of the customer across the organization. You will lead initiatives that enhance satisfaction, loyalty, and service excellence while supporting project execution and issue resolution.

This senior role includes coaching and developing Customer Advocate Engineers and serving as an escalation point for complex customer issues and customer-facing activities.

Qualifications

• 4+ years in customer service, advocacy, technical support, or related role.
• Strong customer focus with a proven ability to build relationships.
• Excellent service skills and ability to perform under pressure.
• Ability to work independently, prioritize, and make decisions with minimal supervision.
• Experience collaborating across multiple functions.

Responsibilities

• Serve as primary contact for customer issues and customer-facing activities, ensuring timely communication and resolution.
• Coordinate daily with project managers and stakeholders on customer projects.
• Monitor projects, coordinate logistics, and oversee order processing to meet commitments.
• Manage VIP relationships and deliver high-level service to key accounts.
• Resolve complaints by partnering with production, shipping, and warehouse teams to identify root causes.
• Provide technical analysis, reporting, and recommendations related to customer issues and installations.
• Support customers through complex installation or application issues to restore confidence in Schneider Electric products.
• Analyze communication and scheduling challenges in workflows and recommend improvements.
• Advocate for customer needs in cross-functional discussions and business decisions.
• Promote a customer-focused culture and drive experience improvement initiatives.
• Track and report customer satisfaction trends to drive continuous improvement.

Skills

Customer Orientation

Customer Experience Improvement

Customer Advocacy

Communication

Problem Solving

Quality & Continuous Improvement

Data Analysis

Relationship Management

Education

Bachelor's degree

Tools

SAP

Job description

Join us as a Senior Customer Advocate Engineer and become the driving force behind exceptional customer experiences. In this role, you will serve as the voice of the customer, leading initiatives that enhance satisfaction, loyalty, and service excellence while supporting project execution and customer issue resolution across the organization.

This is a senior-level role that includes direct supervision, coaching, and development of Customer Advocate Engineers, while serving as an escalation point for complex customer issues and customer-facing activities.

What Will You Do?

• Serve as the primary point of contact for customer issues and customer-facing activities, ensuringtimelycommunication and resolution.
• Manage daily communication and coordination with internal Project Managers and key stakeholdersregardingcustomer projects.
• Monitor customer projects, coordinatelogistics, and oversee order processing to ensure customer commitments are met.
• Manage VIP customer relationships and providea high levelof service to key accounts.
• Resolve customer complaints and complex issues by partnering with production, shipping, warehouse, and transportation teams toidentifyroot causes and implement solutions.
• Provide technical analysis, reporting, and recommendations related to customer complaints, product performance, and installations.
• Support customers through complex installation or application issues, restoring confidence in Schneider Electric products and solutions.
• Analyze communication, scheduling, and process challenges within project and production workflows and recommend improvements.
• Advocateforcustomer needs in cross-functional discussions and business decisions.
• Promote a customer-focused culture by supporting customer experience improvement initiatives.
• Track, analyze, and communicate customer satisfaction feedback and trends to drive continuous improvement.

Key Skills We Are Looking For

• Customer Orientation (Advanced): Anticipatescustomer needs and ensures their perspective is reflected in decisions and actions.
• Customer Experience Improvement (Advanced): Identifiesand implements initiatives that enhance customer satisfaction and loyalty.
• Customer Advocacy (Advanced): Representscustomerinterestwhile driving positive business outcomes.
• Communication (Advanced): Effectively communicates with customers, project teams, operations, and leadership.
• Problem Solving (Intermediate): Investigates complex issues and develops practical, customer-focused solutions.
• Quality & Continuous Improvement (Intermediate): Uses customer feedback and process analysis to improve performance.
• Data Analysis (Intermediate): Interprets customer and operational data toidentifytrends and opportunities.
• Relationship Management (Intermediate): Builds trust andmaintainsstrong customer and stakeholder partnerships.

What Qualifications Will Make You Successful?

• 4+ years of experience in customer service, customer advocacy, technical support, quality, or a related customer-facing role.
• Strong customer focus withdemonstratedsuccess building and maintaining positive customer relationships.
• Excellent customer service skills and the ability to perform effectively in high-pressure, time-sensitive environments.
• Ability to work independently, prioritize competing demands, and make sound decisions with minimal supervision.
• Strong collaboration and influencing skills with the ability to work across multiple functions.
• Experience inhandling customer complaints and concerns professionally whilemaintainingcustomer confidence.
• Strong analytical and problem-solving skills with the ability toidentifyroot causes and recommend corrective actions.
• Ability and desire tolearn products, processes, and customer requirements relevant to the assigned customer base.
• Passion for improving customerexperienceand driving service excellence.

Preferred Qualifications

• Bachelor'sdegreeisrequired.
• SAP experience.
• Experience in a manufacturing environment.
• Experience working with project management, operations, quality, supply chain, or production teams.

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.

Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

Support Your Community. We make a difference through volunteer leave, programs with Schneider Electric Foundation, youth education initiatives, and military leave benefits.

If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.

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.