Customer Advocate Engineer

Position Title: Customer Complaint Management Engineer

Experience time: 5 years as Quality Engineer, with experience in different manufacturing process, customer service and complaint management

Key Responsibilities:

The Customer Complaint Management Engineer is accountable : complaints are resolved effectively and without delay and that those not resolved at the entity / country organization level have been escalated and considered in the competent entities.

Is owner of establishing, deploying, and stabilizing product, process, and system quality during the launch of a new Schneider Electric manufacturing site, according the customer requirements.

This role leads the end-to-end quality setup, while supporting early application of Quality Core Tools to ensure robust processes from launch, supports customer and corporate audits, and embeds Schneider Electric safety, quality and sustainability standards from day one.

The position requires strong leadership, structured execution, and the ability to build systems and teams in parallel with production ramp-up.

Key Competencies: agility and adaptability, structured and methodical working style, sense of ownership and accountability.

Strong communication and teamwork.

Safety, sustainability and compliance mindset.


* Act as senior technical interface for strategic customers and high-impact escalations.


* Lead end-to-end resolution of complex customer complaints and field issues.


* Own and drive structured problem solving using 8D, A3, DMAIC, or equivalent methodologies.


* Coordinate cross-functional teams (Engineering, Manufacturing, Quality, Supply Chain, Service) to ensure timely containment and permanent corrective actions.


* Validate root cause analysis and effectiveness of corrective and preventive actions.


* Represent customer impact and risk in internal decision-making forums.


* Lead technical customer reviews, escalation calls, and executive updates.


* Analyze customer feedback and field performance data to identify systemic risks and improvement opportunities.


* Drive preventive quality initiatives and design/process improvements based on lessons learned.


* Support audits, customer visits, and technical assessments.


* Track and improve KPIs related to customer satisfaction, response time, recurrence rate, and closure quality.

Key Competencies


* Customer advocacy leadership


* Advanced technical problem solving


* Escalation and risk management


* Cross-functional influence


* Data driven decision making


* Coaching and mentoring


* Executive level communication


* Continuous improvement mindset

Core Tools:

Assist in early deployment and use of Quality Core Tools during process design, launch and after SOP:


* APQP Support planning activities for new processes and product introduction


* FMEA (Process / Design) Participate in FMEA development, updates, and risk reduction actions


* Contro...