Director - Customer Satisfaction & Quality - Schneider Electric - Tennessee

Position Responsibilities

Accountable for the resolution of major Quality issues affecting our Customer (Safety, Business). Evaluate the criticality with the support of the experts and define the urgent actions to contain the problem at customer site.

Make sure that Customer management process is effective and aligned with Schneider standards throughout the Activity. Ensure reactiveness and prevention


Define annual quality targets and improvement roadmap for offer in charge. Ensure effectiveness of quality improvement activities and animate follow-up with factories. Supervise the complete scope of Quality (design evolution, manufacturing, and supply chain) for an existing offer. Analyze all data relative to quality (i.e. I2P, Customer survey or feed-back, Manufacturing Quality, Supplier, etc.)

Supervise and orient the Quality in the Offer Creation Process to make sure we are developing the right offer and developing it correctly. Be strong in decision making to secure reliability and project efficiency.



Collect and analyze all feedback from customers (i.e. Corporate survey + unit survey + customer complaints + …) to define the main actions and initiatives to be launched on his/her perimeter in order to improve customer satisfaction and loyalty.

Develop and empower his/her team in Order Quality to be key contributors in decision making (Product Evolution Process (PEP), Project Management Process (PMP), ...) .

Raise alert to LoB (Cust Sat & Quality) and/or Division Cust Sat & Quality when major risk or deviations are identified.

Position Requirements:


Bachelor’s degree in Engineering and Master’s degree preferably in a technical area.

Minimum of 10 years of progressive experience in design and technical project management.

Strong Quality background with knowledge and competence in the main Quality tools (8D, and FMEA are mandatory).

Experience performing statistical analysis.

Working knowledge of root cause analysis techniques.

VoC of experience.

Strong business acumen.

Demonstrated ability to influence and convince.

Demonstrated change management experience leading change in a matrix organization.

Proven leadership capabilities.

Prior project management experience, a plus.

Demonstrated capability to handle multiple tasks and assignments simultaneously.
Innovative, with excellent judgment and problem solving skills.

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