VIP Customer Experience and Quality Manager

Schneider Electric USA, Inc in; Andover (MA); Remote; USD 80,000 - 110,000; Full time

Job summary

An innovative firm is seeking a VIP Customer Experience and Quality Manager to enhance customer satisfaction and quality across various geographies. This pivotal role involves acting as the main contact for strategic accounts, ensuring swift resolution of issues, and maintaining the Quality Reliability Program. The successful candidate will leverage advanced data analysis tools to drive improvements and develop risk mitigation strategies. With the flexibility of 100% remote work, this position offers a unique opportunity to make a significant impact in a dynamic environment focused on quality and customer experience.

Qualifications

• 3+ years of experience in quality management with a Master's degree.
• 5+ years of experience in quality management with a Bachelor's degree.

Responsibilities

• Develop customer-specific programs to improve quality in Data Center operations.
• Utilize Minitab and Excel for data analysis and reporting.

Skills

Data Analysis

Problem-Solving Methodologies

Customer Advocacy

Quality Management

Communication

Education

Master's Degree in Engineering

Bachelor's Degree in Engineering

Tools

Minitab

Excel

Job description

VIP Customer Experience and Quality Manager (Finance)

Schneider Electric IT Corporation seeks a VIP Customer Experience and Quality Manager in Andover, MA.

Job Description: Act as the single point of contact for the Strategic Account Executive regarding customer experience, satisfaction, and quality matters across all geographies and SE organizations. Support UPS Offers purchased by one of Schneider Electric's largest global strategic accounts. Serve as the customer advocate for the assigned account and as the customer's single escalation point for any issues affecting their experience. Ensure fast, effective resolution of issues through coordination and communication. Maintain responsibility for all aspects of the customer's Quality Reliability Program. Perform complex data analytics and drive root cause analysis and improvements to enhance the customer's "annual failure rate." This position is eligible for 100% remote work, reporting to company headquarters.

Responsibilities include:

1. Develop and implement customer-specific programs to improve quality in operations of mission-critical equipment in Data Centers, including:

• Identify primary contributors to equipment failure rate
• Develop risk mitigation plans to prevent future failures
• Execute action plans

Establish and maintain Critical-to-Quality KPIs, including reviewing and classifying all UPS equipment failures and tracking biweekly AFR performance.

Utilize tools like Minitab and Excel for data analysis, including survival analysis to predict component failure rates.

Support end-to-end customer experience, including commissioning, operations, maintenance, repairs, disaster recovery, and end-of-life management.

Prepare and present Quarterly Quality Business Review reports and capture feedback.

Analyze data and create visualization dashboards, charts, and reports to depict trends and progress.

Apply industry-standard problem-solving tools such as 8D, 5Why's, and fish-bone analysis to identify root causes and define corrective actions.

Requirements:

• Master's or Bachelor's degree in Engineering or related field, with 3+ years (Master's) or 5+ years (Bachelor's) experience in quality management or supplier quality management within a Fortune 500 company or similar.
• Experience with problem-solving methodologies like 8D and Issue to Prevention (I2P).
• Proficiency in data analysis using Minitab and Excel, including advanced functions and statistical tools.

EOE.