Customer Incident Expert, Medium Voltage

As a key member of the P-GIS (Primary-Gas Insulated) Industrialization team within the Power Systems organization in North America (NAM), you will be responsible for leading industrialization projects as part of the Schneider Electric Offer Life Cycle Management Process.

Your expertise will ensure the manufacturing feasibility and operational efficiency of our Medium Voltage Offer while adhering to Schneider Electric's Performance System (SPS) principles.

You will lead cross-functional teams to deliver innovative solutions that enhance product quality, safety, and cost-effectiveness.

Key Responsibilities:



* Carry-out Technical Incident expert analysis for MVO Offers .

Technical expertise can be conducted either with product returned to lab, remote expertise or on-site directly.



* Ensure a structured approach in collecting incident data, including customer feedback, Equipment performance data, and other relevant information from site.


* Act as the primary technical contact during the incident resolution process, fostering clear and transparent communication with Internal stake holders.
+ Lead the analysis, involve the relevant stakeholders (Front Office, Field Service, Lab, R&D core functions, factory, etc.

if needed)
+ Prepare detailed technical reports (TEX + RCA) with document findings, including failure modes.

Ensure accurately documenting the findings, technical insights, and actions.
+ Support to initiate immediate containment actions, internal corrective actions, and Preventive actions.
+ Provide detailed insights and feedback to cross-functional squads, enabling them to develop and implement robust Preventive Actions.
+ Ensure that all reports are completed within the defined lead time and shared with the customer in a timely manner, adopting a customer-centric and professional tone.
+ Focus on precision, clarity, and adherence to Schneider Electric standards while developing these reports.

Support Front Office and ensure effectively communicate findings and reports to customers, addressing their queries and concerns with confidence and expertise.


* To spread the Voice of Customer (VoC) internally from expertise field to quality and R&D teams in LoB.


* Act as a bridge between customers, quality teams, and Squad team to bring field failure insights into internal processes.


* Share customer feedback to drive product and process improvements in Offer quality process.



* Contribute actively to the CID Expert community through technical support, knowledge sharing and best practices.


* Ensure TEX lead time respected as per SE Directive requirement and ensure high quality of reports released each time.


* Continuously evaluate and improve internal processes for incident analysis to optimize response times and outcomes.


* Collaborate with peers to address complex customer issues, discuss together and brainstorm to find good solutions...