Customer Care Center Expert & Customer Safety Leader - F/H - Angoulême, France

Within the Schneider Electric Industry Business unit, the Control and Signaling team offers products and solutions and is currently the global leader in control panel components.

They aspire to become the global leader in relays and signaling systems.

With the rise of the connected industry, their traditional electromechanical product line is transitioning towards more connected ecosystems, aligning with customer needs and Schneider Electric's strategy.

The Control and Signaling team is located in Singapore and Angoulême (southwest of France) under a common management.

Your role:

Reporting to the Director of Customer Satisfaction and Quality, you will be involved in managing customer cases through BFO and will be responsible for handling critical situations that may impact customer safety.

You will be the primary contact for ensuring customer needs are addressed and their satisfaction is achieved.

Your contributions will advance customer satisfaction by supporting the implementation of C&S products by customers and sharing quality improvement needs.

Your main missions:


* Support customers in finding solutions through inquiries via Bridge Front Office or direct interactions


* Contribute to enhancing and improving customer satisfaction levels


* Participate in defining quality objectives for new projects by sharing customer needs information


* Conduct training sessions to maintain necessary knowledge levels within the L2 Customer Care Center teams


* Monitor and manage quality and response time adherence for customer inquiries with the support of L2 Customer Care Center managers


* Collaborate with the technical and marketing teams of the C&S business


* Support and manage internal technical or documentation updates to assist customers


* Implement quality escalation processes related to maintaining optimal product and offer safety levels


* Manage relationships with the Offer Safety Alert committee


* Prepare appropriate communications for a good understanding of issues


* Conduct risk analyses in connection with technical risks highlighted by customers, authorities, factories, or different C&S departments


* Take necessary actions to analyze and justify decisions to contain risks for customers or for Schneider Electric


* Manage customer relations regarding analysis feedback; travel and meetings may be necessary in France or abroad


* Propose process improvement solutions

Yout profile:

An electronics/electromechanical engineer with a minimum of 5 to 10 years of experience in technical and commercial customer support, with good technical knowledge of products and customer applications.

Your competences:


* Strong technical skills in electromechanics, electronics, or automation


* Knowledge of customer applications in various industrial sectors (manufacturing, production, or transportation facilities)


* A penchant for teamwork


* Knowledge or experience in managi...