Requisition Title \: Customer Major Issue Leader, Power Products

 

 

You are a passionate customer oriented person with a strong background and technical experience integrating low voltage applications and digital communication, willing to work in a fast pace, energizing and exposed environment. Your knowledge of Power Products is very appreciated, as well as your ability to manage demanding customer and large scale quality crisis, such as product recalls.

 

Your role will be articulated around 3 dimensions

Customer Major Issue resolution leaderCustomer complex  Issue/cases  resolutionMain quality contact point for Busway.Subject matter expert for LV Busway , expert on PP devices /LV equipment.

 

Lead the CMI linked to the scope of offers.Eliminate dissatisfaction by ensuring customer issue are well managed and ultimately preventedEnsure a reliable process is operating to solve customer complaints fast and effectivelyEscalate customer issues to the right organization whenever needed and supports collaborative resolutions in the customers best interestEnsure all customer issues are regularly analyzed in order to identify top issues and launch projects to prevent themCollaborate with other organizations in order to contain, correct and prevent problems affecting customers.Lead execution of containment actions for known problems.

As CMI leader, you will often interact with customers. Your role will be to demonstrate Schneider Electric's values and build trust over time, transforming difficult situations in opportunities.

1. Resolution of Critical Issues in CMI and BRE\: Resolve at least 90% of critical issues related to CMI and BRE within a 30-day timeframe. Track and report the percentage of issues resolved on a monthly basis. Collaborate with cross-functional teams to identify and address issues effectively. Achieve resolution rate consistently over the next quarter.
2. Demonstrating Leadership in I2P Domain \:Lead three training sessions on I2P best practices for team members within the next six months.Gather feedback from at least 80% of participants to assess understanding and application of I2P concepts.utilize existing resources and knowledge to facilitate sessions.Complete all sessions by the end of the second quarter.
3. Effective Warm Loop to Cold Loop Transition\: Develop a transition framework that successfully shifts 75% of warm loop processes to cold loop within six months. Monitor the transition process and report the percentage of successful shifts monthly. 

 

Ranges in scope\: Mainly Low voltage Busway , added advantage --with PP devices/LV Equipment expertize.

 

Qualifications - Internal

 

Technical back ground in Electromechanical Electrifier Level 1Good business understanding, experience a Business developer or customer project manager is appreciatedCustomer oriented, Problem solving expert (8D, 5Why, QRQC)Face paced, agile and flexible, Eager to work under heavy pressure and exposureTeam player, able to implement and animate SIM type of interactionExperts and key stakeholders networkingCollaborative and open behaviors within a dynamic, large, multicultural environment.Fluent in English, preferable to have a second international language.