Job Description GCP Customer Satisfaction & Quality Zone Leader - 008YJB
Schneider’s purpose is to create Impact by empowering all to make the most of our energy and resources, bridging progress and sustainability for all. At Schneider, we call this Life Is On.
Our mission is to be the trusted partner in Sustainability and Efficiency.
Your Mission
To lead the Customer Satisfaction and Quality activities for
DPAC and HUB in MEA to continuously improve the performance.
Scope & Environment:
· A dynamic environment within CS&Q, working closely with PM execution team, Solutions Supply Chain, plants, and suppliers.
· A position with responsibilities and missions that will challenge your leadership,
· Multiple and various contacts internally and externally for the best satisfaction of our customers,
· A function combining product, manufacturing, customer experience, and application knowledge
Your Role – Magic happens when you bring great people together!
As a Quality Systems Lead, you will be responsible for:
· CX responsibilities:
o Be the customer advocate
o Drive NSS analysis (animate and promote the survey process)
o Define action Plans to improve NSS results.
o Lead the implementation of the Customer Sentiment for DPAC and the HUB
o QLT: Understand customer expectations and define actions to improve the QLT.
· Quality
o Customer Complaints management using I2P (cases, CRs, CMIs, BRE, …)
o Management of non-conformities with external suppliers
o Understanding of the NQC: RCA and improvement plan
o Lead RCA for major and systemic issues
o Review Quality tender specifications (if needed)
· QMS
o Participate in internal/external audits
o Management of NC, observations and opportunities for improvement identified.
Qualifications
About You Education: Bachelor’s degree in engineering, Master’s degree is a plus
Experience:
· 1+ years of experience in Customer Satisfaction & Quality field
· Demonstrated analytical skills and use of Quality tools (8Ds, 5 Whys, Fishbone Diagram, Xfmeas…)
· Previous experience in Salesforce is highly valued
· Experience working within cross-cultural teams is highly valued
Language: Excellent command of English
Skills:
· Customer centric,
· Very proactive and autonomous
· Structured, organized & pragmatic, with strong Listening, and Communication skills,
· Clear focus in resolution of quality issues and implementation of prevention,
· Operational, responsive, and effective management of emergency situations,
· Comfortable with supplier’s management
· Open to travel up to 25% of your time
Primary Location
: Egypt
