Building Management Critical Customer Complaint Manager - Schneider Electric - Elektronikjobb i Lund
Building Management Critical Customer Complaint Manager
Schneider Electric / Elektronikjobb / Lund
2017-06-19

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Working closely with the Product Owner, Continuous Engineering, Category Managers, Technical Support and Country stakeholders, the main mission of the critical customer complaint manager (CCM) is to ensure a fast and effective resolution of VIP customer complaints, by determining recurrent and severe system of field issues, their containment, root cause analysis, correction and prevention.

Responsibilities & Key Tasks

* Eliminate dissatisfaction by ensuring critical customer issues are well managed and ultimately prevented.
* Ensure a reliable process is operating to solve customer complaints fast and effectively for VIP accounts (Global Strategic Account and National Strategic Accounts).
* Lead the resolution of critical issues impacting VIP accounts for all Building Management offers and systems.
* Coordinate activities between the different decision makers within the Line of Business (OQL's, Offer Managers, Technical Support, Engineering team, Business leaders, etc...) and the affected SE country organizations to ensure customer expectations and deadlines are met.
* Escalate customer issues to the right organization whenever needed, and support collaborative resolution in the customer's best interest.
* Ensure all VIP customer problems are regularly analyzed in order to identify top issues and launch preventive actions.
* Collaborate with other organizations in order to contain, correct, and prevent problems affecting critical customers.
* Lead execution of containment actions for known problems related to VIP accounts.
* Manage the communication with / between the SE country organization related to / and VIP customers.
* Provide regular update on the VIP customer problem status to CS&Q leader.
* Manage BREs (Business Risk Escalations) if they exist.
* Interaction with CS&Q leaders in countries / regions, Country VP's, LoB VP's, Support groups and Commercial teams.
* Travel up to 20%.

* All CS&Q team members are also a change agent for customer satisfaction AND business partner. CCM can be asked to drive or contribute to any transverse initiative in that area.

Qualifications

* Building automation and\or HVAC systems.
* I2P Issue to Prevention process knowledge.
* CCMP processes and tools.
* Problem solving methods and statistics (8D, 5 Why, Ishikawa, ...).
* Net Promoter Score knowledge.
* Customer application knowledge.
* Technical basics/product knowledge.

Personal characteristics

* Leadership skills and ability to mobilize cross-functional teams.
* Good communication and presentation skills.
* Strong energy, commitment and work ethic.
* Ability to structure complex situations and use good judgment.
* Lead using your Quality authority in the organization without direct reports and ability to build cross team relationships.
* Broad technical understanding.
* Strong analytical capabilities.
* A strong desire to deliver for the customer and to drive business growth.
* Must have a strong 'can do' positive attitude with the ability to go above and beyond during critical times.
* Strong customer focused mindset.
* Very strong influencing and convincing habits.

Personal characteristics

* Leadership skills and ability to mobilize cross-functional teams.
* Good communication and presentation skills.
* Strong energy, commitment and work ethic.
* Ability to structure complex situations and use good judgment.
* Lead using your Quality authority in the organization without direct reports and ability to build cross team relationships.
* Broad technical understanding.
* Strong analytical capabilities.
* A strong desire to deliver for the customer and to drive business growth.
* Must have a strong 'can do' positive attitude with the ability to go above and beyond during critical times.
* Strong customer focused mindset.
* Very strong influencing and convincing habits.

Commercial Buildings consume 33% of world's energy consumption & it's where people spend most of indoor time. Buildings need a brain to intelligently manage & control many sub-systems and thousands of connected data points to help Building owners create a productive and comfortable environment for its occupants, reduce energy consumption and run building operations efficiently. The Buildings Business of Schneider Electric provides that intelligent building management system through its SmartStruxure solution and looking for a smart, talented and experienced Director, Product management who shares our vision of using the power of Software / Big Data / Cloud / IoT to deliver Comfort and Efficiency for Building owners and occupants.

Publiceringsdatum
2017-06-19

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Sista dag att ansöka är 2017-07-19
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Kontakt
Liselott Wigstrand Tuvesson liselott.wigstrand@schneider-electric.com +46104782937

Företag
Schneider Electric

Adress
Schneider Electric
Mobilvägen 10
22301 Lund

Kontorsadress
Mobilvägen 10

Jobbnummer
3564764


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