VIP Customer Experience and Quality Manager

Schneider Electric IT Corporation seeks a VIP Customer Experience and Quality Manager in Andover, MA.

Job Description: Act as the single point of contact for the Strategic Account Executive regarding customer experience, satisfaction, and quality matters, across all geographies and SE organizations.

Support UPS Offers purchased by one of Schneider Electric's largest global strategic accounts.

Act as the customer advocate for the assigned account and serve as the customer's single escalation point for any issues affecting their experience.

Ensure fast, effective resolution of issues through coordination and communication.

Maintain responsibility for all aspects of the customer's Quality Reliability Program.

Perform complex data analytics and drive completion of root cause analysis and improvements that will improve the customer's "annual failure rate." Position is eligible for 100% remote work, reporting to company headquarters.

Maintain responsibility for all aspects of the customer's Quality Reliability Program.

Develop and implement customer specific programs to improve quality in operations of mission critical equipment in Cloud & Service Provider Customer facilities (Data Centers), including the following: Identify primary contributors to equipment failure rate; Develop risk mitigation plan to prevent future failures; and Execute of the action plan.

Establish and maintain Critical-to-Quality key performance indicators, including the following: Review and classify all UPS equipment failures in the customer's global install base; and Track and report biweekly AFR (annual failure rate) performance for customer's UPS global install base.

Gather and use data for fact-based decision-making using Minitab and Excel, including completion of survival analysis to predict component failure rates over time.

Provide support for End-to-end customer experience which includes commissioning, daily operations, maintenance & repairs, disaster recovery and end of life management.

Prepare and Present Quarterly Quality Business Review material to customer management and capture feedback.

Perform complex data analytics and drive completion of root cause analysis and improvements that will improve the customer's "annual failure rate." Analyze statistical data and build visualization dashboards, histogram charts, tables, pareto charts, survival analysis, slide decks to clearly depict trends of Key metrics and progress of key initiatives.

Utilize Industry standard tools such as 8D to manage the problems in a structured approach.

Understand the scope of problem by answering 5Why's and 2H's.

Conduct fish-bone analysis to understand the operational and systemic root causes.

Define corrective and preventive actions to reduce probability of incident recurrence.

Requirements: Master's or Bachelor's degree, or foreign equivalent, in Engineering (any), or related field and progressive post-bachelor's experience (3 years with Master's or 5 years with Bachelor's) in qualit...