Sr. Manager, Customer Satisfaction

hace 4 semanas

Ciudad Apodaca, Nuevo León, México Schneider Electric - Global A tiempo completo

Under Global Supply Chain North America, the Sr. Manager, Customer Satisfaction & Quality Cluster strives to transform GSC to a highly customer-oriented organization to deliver premium quality and service to customers and exceed their expectations. This position is responsible for Engineer to Order Manufacturing sites across US, CAN, MEX.

Responsibilities:

  1. Drive customer-oriented culture under the core value of customer first. Transform the customer voice to the quality initiatives to step up customer satisfaction.
  2. Drive zero defect mindset and premium quality in the plant and lead the deployment of the quality winning plan to the GSC entities.
  3. Build a strong plant quality team and coach the team to grow their competence.
  4. Develop and implement a comprehensive quality management strategy that aligns with organizational goals and ensures consistency and standardization across multiple manufacturing sites.
  5. Realize the customer first value in the organization by defining the customer first initiatives and foster customer centricity activities.
  6. Execute the winning plan of quality to the plants.
  7. Lead large-scale quality transformations by identifying areas for improvement, developing action plans, and driving implementation in a fast-paced environment.
  8. Partner with various departments, including operations, engineering, LoB, supply chain, and IT to ensure quality standards are integrated into all processes and practices.
  9. Establish and monitor key performance indicators (KPIs) to evaluate quality performance across all sites, ensuring compliance with industry standards and regulations.
  10. Foster a culture of continuous improvement by leveraging methodologies such as Lean, Six Sigma, and root cause analysis to drive quality enhancements.
  11. Design and implement training programs to enhance the quality capabilities of employees at all levels, promoting a proactive quality mindset. Support onboarding of CS&Q teams across manufacturing sites.
  12. Identify potential quality risks and develop mitigation strategies, process robustness to minimize impact on operations and product quality.
  13. Communicate effectively with senior management and stakeholders, providing updates on quality initiatives, challenges, and successes.
  14. Drive the process robustness of the production lines leveraging digital quality.
  15. Support industrial growth through audits, workshops, and trainings.
  16. Participate in ISO audit preparation for manufacturing plants.
  17. Up to 50% travel to North America.

Qualifications:

  1. Bachelor's degree in Engineering, Quality Management, or a related field; Master's degree preferred.
  2. 7+ years of experience in quality management, with a focus on manufacturing environments and large-scale transformations (automotive, aerospace).
  3. Proven experience leading cross-functional teams and managing quality transformation in a matrix organization.
  4. Strong knowledge of quality management systems (QMS), industry standards, and regulatory requirements.
  5. Excellent analytical, problem-solving, and decision-making skills.
  6. Strong leadership and interpersonal skills, with the ability to influence and engage diverse teams.
  7. Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities effectively.
  8. Expert in continuous improvement tools like 8D, FMEA, Six Sigma (Black Belt ideal), APQP, PPAP, Lean Manufacturing.
  9. Passionate about customer satisfaction improvement.
  10. Ready to take bold actions and make breakthroughs & keep raising the bar high to premium quality and service.

What's in it for me? Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave, 401(k)+ match, and more.

Who will you report to? Director of Quality for Engineer to Order Products, North America Manufacturing Quality.

Schedule: Full-time

Req: 009B8K

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