Sr. Manager Customer Advocate

JOB DESCRIPTION (JD)

TITLE: Sr. Manager, Customer Quality

LOCATION: Hyderabad, India

Purpose of Position

Customer Quality Manager acts as the voice of the customer within the plant, ensuring robust handling of customer complaints, field issues, and requests while driving systemic prevention. The role focuses on improving customer satisfaction, product reliability, and confidence through structured problem solving, strong cross-functional collaboration, and transparent communication with internal and external stakeholders

Key Responsibilities:

• Customer Advocacy & Satisfaction

  • Act as the primary customer advocate within the plant for all customer quality topics.
  • Own customer experience metrics such as CNPS, FFR, DCR, CR, RTA, PIQ, Field Failure Rate (PPM) and drive continuous improvement actions.
  • Ensure timely and effective communication with customers, Front Office, and Service teams on complaints and request

• Complaint Management & Technical Analysis

  • Lead end-to-end management of customer complaints, ensuring response within 24 hours and closure within defined lead times.
  • Conduct and coordinate technical analysis of field return products, ensuring robust root cause analysis and effective corrective and preventive actions.
  • Work with Technical Experts / Design teams to deliver high-quality technical reports that build customer confidence

• Issue Prevention & Systemic Improvement

  • Initiate and lead PRBs / I2Ps (Issue to Prevention) to ensure sustainable resolution of customer issues.
  • Drive FMEAs for customer-related processes to identify hot points and prevent recurrence.
  • Develop and deploy “test-to-fail” strategies for known and potential product failure modes

• Customer-Centric Culture & Knowledge Building

  • Lead and promote “Customer First” culture initiatives within the plant.
  • Develop customer stories, instruction videos, and troubleshooting guides to strengthen customer confidence and internal capability.
  • Actively incorporate Voice of Customer (VOC) insights into plant improvement actions

• Governance & Stakeholder Management

  • Represent the plant in monthly governance meetings with Global, Front Office, and Service teams.
  • Collaborate closely with Production, Process Quality, IQC, SCM, Logistics, IG Plants, and LOB teams to drive customer quality performance.
  • Provide clear visibility on risks, actions, and progress to leadership.

Relationship

• Customers

• Front Office & Service Teams

• Technical Antenna / Design

• Production & Process Quality

• IQC, SCM & Logistics

• Line of Business (LOB)

• Internal & Global Quality Teams

Measure of performance

• Customer Net Promoter Score (CNPS)

• Field Failure Rate (PPM)

• Delivery Complaint Rate (DCR PPM)

• Complaint & Request Closure Lead Time

• Return-for-Analysis Performance (RTA %)

• Technical Expert Analysis Closure Lead Time (≤ 5 working days)

• Prevention Index (%)

Background and Skill:

• BE / BTech in Electrical Engineering (or equivalent) with 8-12 years of experience

• Strong experience in manufacturing quality / customer quality / field quality

• Proven capability in problem solving, FMEA, and structured quality methodologies

• Excellent communication, influencing, and stakeholder management skills

• Sound knowledge of LV switchgear, ACB, MCCB, Contactors, etc

Personal Trait Profile

• Strong customer mindset with ownership mentality

• Results-oriented, proactive, and resilient

• Ability to influence cross-functional teams without direct authority

• Passion for continuous improvement and change leadership

Scope and Impact of Position Responsibilities

This role has a direct and significant impact on customer satisfaction, product reliability, and brand confidence. By driving robust issue resolution and prevention, the role contributes materially to business performance and long-term customer trust.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

• Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today!

• €40 billion global revenue

• +9% organic growth

• 150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

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