Senior Customer Advocate Engineer

Join us as a Senior Customer Advocate Engineer and become the driving force behind exceptional customer experiences.

In this role, you will serve as the voice of the customer, leading initiatives that enhance satisfaction, loyalty, and service excellence while supporting project execution and customer issue resolution across the organization.

This is a senior-level role that includes direct supervision, coaching, and development of Customer Advocate Engineers, while serving as an escalation point for complex customer issues and customer-facing activities.

What Will You Do?


* Serve as the primary point of contact for customer issues and customer-facing activities, ensuring timely communication and resolution.


* Manage daily communication and coordination with internal Project Managers and key stakeholders regarding customer projects.



* Monitor customer projects, coordinate logistics, and oversee order processing to ensure customer commitments are met.



* Manage VIP customer relationships and provide a high level of service to key accounts.



* Resolve customer complaints and complex issues by partnering with production, shipping, warehouse, and transportation teams to identify root causes and implement solutions.



* Provide technical analysis, reporting, and recommendations related to customer complaints, product performance, and installations.



* Support customers through complex installation or application issues, restoring confidence in Schneider Electric products and solutions.



* Analyze communication, scheduling, and process challenges within project and production workflows and recommend improvements.



* Advocate for customer needs in cross-functional discussions and business decisions.



* Promote a customer-focused culture by supporting customer experience improvement initiatives.



* Track, analyze, and communicate customer satisfaction feedback and trends to drive continuous improvement.

Key Skills We Are Looking For


* Customer Orientation (Advanced): Anticipates customer needs and ensures their perspective is reflected in decisions and actions.



* Customer Experience Improvement (Advanced): Identifies and implements initiatives that enhance customer satisfaction and loyalty.



* Customer Advocacy (Advanced): Represents customer interest while driving positive business outcomes.



* Communication (Advanced): Effectively communicates with customers, project teams, operations, and leadership.



* Problem Solving (Intermediate): Investigates complex issues and develops practical, customer-focused solutions.



* Quality & Continuous Improvement (Intermediate): Uses customer feedback and process analysis to improve performance.



* Data Analysis (Intermediate): Interprets customer and operational data to identify trends and opportunities.



* Relationship Management (Intermediate): Builds trust and maintains strong customer and stakeholder partnershi...