Customer Experience Engineer

About the Role

The primary purpose of this position is to ensure that customer complaints are resolved quickly and effectively, and that any issues not settled at the entity level are escalated to the appropriate competent entities. The role drives a customer‑centric mindset across the organization and supports continuous improvement of processes that affect the customer experience. • Resolve customer complaints promptly; escalate unresolved issues to the appropriate entity. • Collaborate across organizations to contain, correct, and prevent customer-impacting problems. • Apply I2P methods and support complaint processes with warm‑loop containment and 8D cold‑loop analysis. • Lead root‑cause analysis, PFMEA, and training for departments to address urgent production issues. • Manage PFMEA documentation and animation throughout required processes. • Identify recurrent or severe customer issues, conduct containment, root‑cause analysis, and implement corrective and preventive actions. • Analyze customer issues regularly, prioritize top problems, and launch improvement projects. • Monitor Voice‑of‑Customer surveys and Net Promoter Scores, sharing insights with management and updating robustness programs (PCP, FMEA, etc.). • Coordinate with manufacturing engineers on product assembly, PCP, and FMEA activities. • Communicate critical customer feedback to all staff via meetings and information boards. • Organize customer appreciation events and schedule on‑site visits and customer tours. • Define internal and external customer requirements for each process and drive actions to enhance experience. • Partner with continuous improvement engineers to support a customer‑centric culture. • Update on‑site customer information boards and assist with satisfaction‑related projects. • Act as Customer Experience advocate and drive Customer Centricity across the entity. • Measure Customer Experience against business priorities and follow up on improvement action plans. • Ensure swift resolution of customer dissatisfaction through containment, correction, and prevention.

Key Responsibilities

• ▸root‑cause
• ▸pfmea
• ▸8d analysis
• ▸voc monitoring
• ▸customer containment
• ▸nps tracking

What You Bring

• Bachelor’s degree in Engineering or a related technical field. • Minimum 2 years of project‑management experience. • Minimum 2 years of continuous‑improvement experience. • Minimum 2 years in an engineering or technical role. • Proven experience with Lean, project‑management techniques, and root‑cause analysis. • Proficiency in MS Office (PowerPoint, Excel) and CRM/customer‑relations tools. • Strong verbal and written communication, influencing internal and external stakeholders. • Excellent organizational skills with ability to prioritize and drive tasks to closure. • Demonstrated leadership, team‑management, and mentorship abilities. • Self‑starter attitude, highly motivated, results‑driven, and able to work both independently and collaboratively.

Requirements

• ▸bachelor's
• ▸project management
• ▸lean
• ▸ms office
• ▸leadership
• ▸communication

Benefits

The position is based in the United States with a compensation range of $86,400 to $129,600 per year, including base salary and short‑term incentive. Schneider Electric offers a comprehensive benefits package that includes medical, dental, vision, life insurance, flexible work arrangements, paid family leave, a 401(k) match, well‑being and recognition programs, paid holidays and vacation, stock purchase options, and military leave benefits.

Work Environment

Onsite