Factory Customer Quality Associate

Associate, Customer AdvocateWhat will you do?
As an Associate, Customer Advocate, you will serve as a key voice for the customer, partnering across functions to ensure customer concerns are addressed effectively and translated into meaningful improvements.

Reporting to the Senior Associate, Customer Advocate, you will support customer issue resolution, complaint management, root cause investigations, and continuous improvement initiatives that enhance customer satisfaction and product quality.
Customer Advocacy


* Support the customer advocacy process by serving as a customer-focused liaison across the organization.


* Collect, analyze, and communicate Voice of Customer (VoC) feedback, field quality concerns, service reports, and customer claims.


* Ensure customer issues are appropriately documented, prioritized, and tracked to resolution.


* Promote customer-centric thinking and support data-driven decision-making to improve customer experience.


* Assist in identifying emerging customer trends and escalating concerns as needed.

Customer Complaint Management


* Coordinate customer complaint investigations from issue identification through closure.


* Support containment activities to minimize customer impact and business risk.


* Participate in structured Root Cause Analysis (RCA) efforts utilizing methodologies such as 8D, 5 Why, and Fishbone Analysis.


* Track corrective and preventive actions (CAPA) and support verification of effectiveness.


* Escalate significant customer concerns through established processes and governance channels.

Quality Improvement & Prevention


* Analyze customer complaints, field performance data, and VoC feedback to identify trends and recurring issues.


* Support continuous improvement initiatives focused on product quality, reliability, and customer satisfaction.


* Collaborate with internal teams to implement lessons learned and prevent recurring issues.


* Contribute to preventive action projects that improve operational performance and customer outcomes.


* Assist with customer issue analytics, reporting, and trend monitoring.

Cross-Functional Collaboration


* Partner with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality teams to resolve customer concerns.


* Support alignment on containment strategies, corrective actions, and customer communication plans.


* Participate in customer escalation reviews and resolution activities.


* Maintain clear and timely communication with stakeholders throughout the investigation process.

Process Governance


* Support customer issue management and escalation processes.


* Ensure compliance with Schneider Electric quality systems, complaint handling procedures, and continuous improvement standards.


* Monitor key metrics and support process improvement initiatives.


* Assist with audits, management reviews, and quality governan...