Senior Associate, Customer Advocate

Join us as a Senior Associate, Customer Advocate and become the driving force behind exceptional customer experiences. In this role, you'll be the voice of our customers, leading initiatives that elevate satisfaction, loyalty, and service excellence across the organization.

Mission

At Schneider Electric, we believe access to energy and digital innovation is a basic human right. We empower our people to do their best work and make a meaningful impact. The Senior Associate, Customer Advocate serves as the Voice of the Customer within the organization, driving customer-centricity across business functions. This role ensures customer concerns, complaints, and quality issues are addressed quickly and effectively through containment, corrective actions, and preventive actions. The Customer Advocate Engineer leads cross-functional collaboration to improve customer satisfaction, reduce recurring quality issues, and continuously enhance the overall customer experience.

What will you do?

• Customer Advocacy

  • Act as the primary advocate for customer satisfaction and customer experience.
  • Capture, analyze, and communicate Voice of Customer (VoC) feedback, field issues, service reports, and customer claims.
  • Ensure customer concerns are understood, prioritized, and addressed appropriately.
  • Promote customer-focused decision-making and influence stakeholders to drive customer-centric outcomes.

• Customer Complaint Management

  • Lead customer complaint investigations from issue identification through resolution and closure.
  • Coordinate immediate containment actions to minimize customer impact and business risk.
  • Facilitate structured root cause investigations utilizing methodologies such as 8D, 5 Why, and Fishbone Analysis.
  • Verify the effectiveness of corrective and preventive actions (CAPA).
  • Escalate critical customer issues through established governance and escalation channels.

• Quality Improvement & Prevention

  • Analyze complaint data, field issues, and customer feedback trends to identify systemic issues and recurring failures.
  • Drive continuous improvement initiatives focused on product quality, reliability, and customer satisfaction.
  • Deploy lessons learned across engineering, manufacturing, suppliers, service teams, and quality organizations.
  • Lead prevention projects that eliminate recurring failures and enhance overall customer experience.

• Cross-Functional Collaboration

  • Partner closely with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality teams.
  • Drive alignment on issue prioritization, containment strategies, corrective actions, and customer communication plans.
  • Support management of customer escalations and high-impact business risks.
  • Ensure transparent communication across internal and external stakeholders throughout the resolution process.

• Process Governance

  • Serve as the site focal point for customer issue management and escalation processes.
  • Ensure compliance with quality systems, complaint handling procedures, and continuous improvement standards.
  • Monitor process performance and identify opportunities for operational excellence.
  • Support audits, management reviews, and quality governance activities related to customer satisfaction.

What qualifications will make you successful?

Required Qualifications

• Bachelor's degree in Engineering, Quality, Manufacturing, or a related technical discipline.

• 5+ years of experience in Quality, Manufacturing, Engineering, Customer Quality, Product Support, or a related function.

• Experience managing customer complaints, customer escalations, and quality improvement initiatives.

• Demonstrated experience conducting Root Cause Analysis (RCA) and implementing Corrective and Preventive Actions (CAPA).

• Strong analytical and problem-solving skills with the ability to manage multiple priorities.

• Excellent verbal, written, and presentation communication skills.

• Proven ability to influence stakeholders and drive cross-functional collaboration.

• Proficiency with Microsoft Office Suite.

Preferred Qualifications

• Experience in cooling technologies, HVAC systems, thermal management, data center cooling, or industrial products.

• Knowledge of quality methodologies including 8D, Six Sigma, Lean, CAPA, FMEA, and statistical problem-solving tools.

• Experience working with customers, suppliers, service organizations, and manufacturing operations.

• Green Belt or other Continuous Improvement certifications preferred.

• Familiarity with quality management systems and customer complaint management tools.

Key Deliverables

• Customer complaint investigation and closure.

• Root Cause Analysis (RCA) reports.

• 8D investigation reports.

• Corrective and Preventive Action (CAPA) implementation plans.

• Customer satisfaction improvement initiatives.

• Pareto analysis and trend reporting of customer issues.

• Escalation reviews and governance reporting.

• Voice of Customer analytics and reporting.

• Lessons learned deployment plans.

• Reliability and prevention improvement projects.

Key Performance Indicators (KPIs)

• Customer complaint closure lead time.

• Timely completion of RCA and 8D investigations.

• Customer issue recurrence rate.

• Reduction in customer dissatisfaction events.

• CAPA effectiveness.

• Escalation resolution performance.

• Customer satisfaction metrics.

• Prevention project implementation rate.

• Completion of Voice of Customer action plans.

Skills & Competencies

Technical Competencies

• Customer Experience Performance

• Customer Quality Analytics

• Continuous Improvement

• Manufacturing & Logistics Quality

• Quality Systems Management

• Root Cause Analysis

• Complaint Management

• Customer Satisfaction Improvement

• Data Analysis and Reporting

Leadership Competencies

• Customer Focus

• Influence and Persuasion

• Collaboration and Networking

• Business Acumen

• Digital Acumen

• Effective Communication

• Stakeholder Management

• Project Management

• Problem Solving and Decision Making

What's in it for me?

Schneider Electric offers a robust benefits package, flexible work arrangements, opportunities for professional growth, and an inclusive culture where employees are empowered to make a meaningful impact. Let us learn about you! Apply today.

Schneider Electric is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work. Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this U.S. based position, the expected pay range is USD 86,400 - USD 129,600 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

• Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.

• Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

• Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

• Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

• Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.

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 Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.