VIP Customer Concern Manager

Schneider Electric; Buffalo (NY); On-site; USD 130,000 - 190,000; Full time

Job summary

Schneider Electric Motivair seeks a Senior VIP Customer Concern Manager to act as the company’s senior advocate and global escalation leader for strategic customers. You will protect revenue, ensure rapid issue resolution, and drive continuous improvement across engineering, manufacturing, and operations.

The role requires exceptional communication, leadership, and problem-solving skills to align customer interests with business priorities, while coordinating global response teams and driving

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.
• Represent customer interests while balancing business priorities.
• Ensure rapid response and resolution of complex customer issues.
• Own strategic customer concerns from initiation through closure.
• 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.
• Drive structured root cause analysis methodologies.
• Facilitate development of corrective and preventive actions.
• Ensure effective implementation and validation of improvements.
• Drive permanent resolution of recurring issues.
• Provide concise executive-level summaries of customer concerns.
• Translate complex technical issues into clear business impacts.
• Present status, risks, mitigation plans, and outcomes to leadership teams.
• Support executive customer reviews and strategic account discussions.
• Partner closely with Engineering, Product Management, Manufacturing, Operations, Quality, Supply Chain, Service, Sales, and Executive Leadership to ensure rapid issue resolution and continuous improvement.
• Capture customer pain points and strategic feedback.
• Identify systemic improvement opportunities.
• Translate customer expectations into business improvement initiatives.
• Promote customer-centric decision making throughout the organization.
• Drive lessons learned across the enterprise.
• Identify trends across customer concerns.
• Reduce recurring failure modes.
• Improve customer experience processes.
• Increase organizational responsiveness and effectiveness.

Skills

Customer-facing communication

Cross-functional leadership

Root Cause Analysis

8D Methodology

Education

Bachelor's Degree in Engineering

Job description

The VIP Customer Concern Manager serves as Schneider Electric Motivair's senior advocate and escalation leader for the company's most strategic global customers. This highly visible position is responsible for protecting customer confidence, safeguarding revenue, and ensuring rapid resolution of critical product quality, performance, delivery, and reliability concerns.

Operating at the intersection of customer experience, quality, engineering, manufacturing, and commercial operations, this individual serves as the focal point for strategic customer concerns and executive escalations. Through leadership, influence, and structured problem solving, the VIP Customer Concern Manager transforms customer challenges into opportunities for continuous improvement, business growth, and strengthened customer partnerships.

This role requires a unique blend of engineering expertise, quality leadership, executive communication skills, and customer advocacy. The successful candidate must influence cross-functional teams without direct authority while driving meaningful outcomes for customers and the business.

Key Responsibilities

Strategic Customer Advocacy

• Serve as the primary escalation leader for strategic customer concerns globally.

• Develop trusted relationships with key customer stakeholders.

• Represent customer interests while balancing business priorities.

• Ensure rapid response and resolution of complex customer issues.

Escalation Management

• Own strategic customer concerns from initiation through closure.

• Coordinate global response teams.

• Lead containment and recovery activities.

• Track actions through successful implementation.

• Provide frequent communication regarding status and resolution plans.

Quality & Problem Solving Leadership

• Lead investigations involving product quality, delivery, reliability, and performance issues.

• Drive structured root cause analysis methodologies.

• Facilitate development of corrective and preventive actions.

• Ensure effective implementation and validation of improvements.

• Drive permanent resolution of recurring issues.

Executive Communication

• Provide concise executive-level summaries of customer concerns.

• Translate complex technical issues into clear business impacts.

• Present status, risks, mitigation plans, and outcomes to leadership teams.

• Support executive customer reviews and strategic account discussions.

Cross-Functional Leadership

Partner closely with:

• Engineering

• Product Management

• Manufacturing

• Operations

• Quality

• Supply Chain

• Service

• Sales

• Executive Leadership

to ensure rapid issue resolution and continuous improvement.

Voice of Customer Leadership

• Capture customer pain points and strategic feedback.

• Identify systemic improvement opportunities.

• Translate customer expectations into business improvement initiatives.

• Promote customer-centric decision making throughout the organization.

Continuous Improvement

• Drive lessons learned across the enterprise.

• Identify trends across customer concerns.

• Reduce recurring failure modes.

• Improve customer experience processes.

• Increase organizational responsiveness and effectiveness.

Required 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.

Preferred Qualifications

• 15+ years of relevant experience.

• Experience in thermal management systems.

• Experience with liquid cooling technologies.

• Data center infrastructure experience.

• HPC or AI infrastructure experience.

• Experience supporting electromechanical or mechatronic systems.

• Knowledge of mission-critical environments.

• Experience supporting hyperscale customers.

Technical Competencies

Required expertise in:

• Root Cause Analysis

• Eight Discipline (8D) Methodology