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Schneider Electric: Director, Customer Satisfaction, Quality, Support & Training

Schneider Electric

This is a Full-time position in Cote-Saint-Luc, QC posted June 2, 2021.

As the Director, Customer Satisfaction, Quality, Support & Training, you will playa key role by ensuring the quality of our offers and processes, improving continuously our customer experience, bringing the voice of customer to the forefront of our business and leveraging new technologies to deliver best-in-class training and technical support.

As part of your key missions, you will be leading a global team and be responsible for their performance, development and training to ensure they have the critical skills necessary to support the digitization of our business.

You will report to the Senior Vice-President, Digital Buildings LoB and be part of the Digital Buildings Line of Business leadership team.

Responsibilities 1 Offer Quality Ensure that Offer quality is built-in to guarantee the Satisfaction of future customers Ensure that the VoC is well collected and analyzed in order to provide robust and ranked customer requirements to the project team Define Offer Quality Goals Establish the Project Quality Plan (inside the Project Management Plan), get its validation, and lead its execution Support & coach the team on the methods and quality tools needed to reach Robustness, Customer satisfaction and Quality targets Ensure that all customer requirements are taken in account from Open to Close and provide all means to secure them during PEP 2 Project Quality Guarantees the best application of Offer Creation Processes (OTM, PMP, ELLA, PEP) and collaborative and functional processes (ex SSQM) Assist the Project Manager on animation and decision making Ensure that the processes are understood and well applied by the team Define the project quality goals working with Agile methodology With the Project Manager, prepare the stage gates review and ensure that the Stage gate management tool is well used Make the synthesis on lessons learned 3 Customer Satisfaction and Complaints Work with the central CS& Q function to ensure that actions are in place to increase our Cus Sat level through the CNPS survey Take full responsibility for all customer complaints investigating root cause & prompt resolution of customer return and complaints using the I2P processes including Safety (CSI/CSA) and Business Risk (BRE/CMI) Ensure that risk assessments of quality issues in the field are completed effectively Participate in Customer visits to obtain the true VoC 4 Evolution of existing offer Drive the evolution of existing offer utilizing the product evolution process (PEP) Ensure that quality processes are in place & respected when making changes to any product in the offer.

Leadership Build and coach a team of OQL and PQLs Be a customer advocate and an active part of the BM leadership team Quality Networking Participate proactively to experience and share best practices through internal communities & external customer feedback sessions.

Be fully connected with the central CS& Q team and use them for support when necessary Quality Systems and Processes Take full ownership of ISO 9000 Ensure full implementation of I2P for customer complaints Understand the Company Supplier Quality System (SSQM) Qualifications We know skills and competencies show up in many different ways and can be based on your life experience.

If you do not necessarily meet all the requirements that are listed, we still encourage you to apply for the position.

Desired Skills & Experience Strong Customer Satisfaction experience with a proven track record of deploying relevant quality processes in new offer development projects Experience in Building Automation is a plus Agile Field experience/Support experience Bachelor’s Degree in Engineering Highly customer centric mindset, capacity to lead and influence to continuously improve the customer experience Exceptional root-cause analysis skills and the ability to make informed & fast decisions Provenleadership, ability to manage, grow and develop a global team Excellent communication and interpersonal skills English mandatory as working language Entrepreneurial, collaborative and open to travel as needed (25% travel required, domestic and international)