VIP Customer Experience and Quality Manager

Schneider Electric; 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 its operations. This role involves acting as the primary contact for strategic accounts, driving quality improvements, and utilizing advanced data analysis tools to resolve customer issues effectively. With a focus on mission-critical operations, the successful candidate will establish KPIs, conduct root cause analyses, and prepare insightful business reviews. Join a forward-thinking company committed to sustainability and inclusion, where your expertise will significantly impact customer experience and operational excellence.

Qualifications

• 3-5 years of experience in quality management in a Fortune 500 company.
• Experience with quality improvement methodologies like 8D and I2P.

Responsibilities

• Act as the main contact for customer experience and quality matters.
• Develop and implement programs to improve quality in operations.

Skills

Data Analysis

Quality Improvement Methodologies

Customer Issue Resolution

Root Cause Analysis

Advanced Excel Skills

Minitab

8D Problem Management

Education

Master’s Degree in Engineering

Bachelor’s Degree in Engineering

Tools

Minitab

Excel

Job description

VIP Customer Experience and Quality Manager

Join to apply for the VIP Customer Experience and Quality Manager role at Schneider Electric.

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 and escalation point for 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, root cause analysis, and drive improvements to reduce the customer’s “annual failure rate.” This position is eligible for 100% remote work, reporting to company headquarters.

Develop and implement customer-specific programs to improve quality in mission-critical operations, including identifying failure contributors, developing risk mitigation plans, and executing action plans. Establish and monitor Critical-to-Quality KPIs, review and classify equipment failures, and track AFR performance. Use data analysis tools like Minitab and Excel for decision-making, including survival analysis. 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 materials, analyze data, and create visual dashboards and charts. Utilize industry-standard problem management tools like 8D, conduct root cause analyses, 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) of experience in quality management or related roles in a Fortune 500 company or T1 automotive supplier. Experience should include quality improvement methodologies (8D, I2P), customer issue resolution, data analysis with Minitab, and advanced Excel skills.

Additional Information: To apply, visit http://careers.se.com and search Req#89416.

Our Values: At Schneider Electric, we value inclusion, mastery, purpose, action, curiosity, and teamwork. Join us to contribute to sustainability and innovation.

Schneider Electric is committed to diversity and inclusion, providing equitable opportunities for all employees. We uphold high standards of ethics and compliance, guided by our Trust Charter, and are an Equal Opportunity Employer.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Quality Assurance
• Industries: Automation Machinery Manufacturing