Customer Complaint Management Engineer

Descripción de la oferta

Ensures that complaints are resolved effectively and without delay and that those not resolved at the DC organization level have been escalated and taken into account in the competent entities.

SCOPE:

- The fast and effective resolution of customer complaints

- Determination of recurrent and severe customer issues, their containment, root cause analysis, correction, and prevention

Main activities

Continuously listen to VOC. Eliminate dissatisfaction by ensuring customer issues are well managed and ultimately prevented

- Ensure a reliable process is operating to solve customer complaints fast and effectively

- Ensure that Complaint process is supported by RCM for warm loop and PRB for cold loop

- Escalate customer issues to the right organization whenever needed, and supports collaborative resolution in the customer's best interest

- Ensure all customer issues are regularly analyzed in order to identify top issues and launch projects to prevent them

> Ensure that customer complaint leads to Robustness program update (PCP, FMEA, …)

> Scope is on physical processes, but also order management and transport

- Collaborate with other organizations in order to contain, correct, and prevent problems affecting customers

- Lead execution of containment actions for known problems

Is also responsible to deal with complaints generated by other Schneider entities to the DC

Perfil buscado

Qualifications :

Industrial engineer. Knowledge in SAP, Excel, PPT, I2P systems. Experience in process control. Knowledge of Continuous Improvement, 8D, 6Sigma. Languages: medium-high English/ Spanish