Connecting Odds
Company

Sr. Manager Customer Advocate

Schneider Electric
Hyderabad, IndiaPosted Discovered via the company's careers siteMatch locked
8+ years expSoftware Engineering

TITLE

Sr. Manager, Customer Quality

LOCATION

Hyderabad, India •

Customer Quality Manager

acts as the

voice of the customer within the plant

, ensuring robust handling of customer complaints, field issues, and requests while driving systemic prevention. The role focuses on improving

customer satisfaction, product reliability, and confidence

through structured problem solving, strong cross-functional collaboration, and transparent communication with internal and external stakeholders •

Customer Advocacy & Satisfaction

  • Act as the

primary customer advocate

within the plant for all customer quality topics.

  • Own customer experience metrics such as

CNPS, FFR, DCR, CR, RTA, PIQ, Field Failure Rate (PPM)

and drive continuous improvement actions.

  • Ensure

timely and effective communication

with customers, Front Office, and Service teams on complaints and request

Complaint Management & Technical Analysis

  • Lead

end-to-end management of customer complaints

, ensuring response within

24 hours

and closure within defined lead times.

  • Conduct and coordinate

technical analysis of field return products

, ensuring robust root cause analysis and effective corrective and preventive actions.

  • Work with

Technical Experts / Design teams

to deliver high-quality technical reports that build customer confidence

Issue Prevention & Systemic Improvement

  • Initiate and lead

PRBs / I2Ps (Issue to Prevention)

to ensure sustainable resolution of customer issues.

  • Drive

FMEAs

for customer-related processes to identify hot points and prevent recurrence.

  • Develop and deploy

"test-to-fail" strategies

for known and potential product failure modes

Customer-Centric Culture & Knowledge Building

  • Lead and promote

"Customer First" culture initiatives

within the plant.

  • Develop

customer stories, instruction videos, and troubleshooting guides

to strengthen customer confidence and internal capability.

  • Actively incorporate

Voice of Customer (VOC)

insights into plant improvement actions

Governance & Stakeholder Management

  • Represent the plant in

monthly governance meetings

with Global, Front Office, and Service teams.

  • Collaborate closely with

Production, Process Quality, IQC, SCM, Logistics, IG Plants, and LOB teams

to drive customer quality performance.

  • Provide clear visibility on risks, actions, and progress to leadership.

•

Relationship

  • Customers
  • Front Office & Service Teams
  • Technical Antenna / Design
  • Production & Process Quality
  • IQC, SCM & Logistics
  • Line of Business (LOB)
  • Internal & Global Quality Teams

•

Measure of performance

  • Customer Net Promoter Score (

CNPS

)

  • Field Failure Rate (

PPM

)

  • Delivery Complaint Rate (

DCR PPM

)

  • Complaint & Request Closure Lead Time
  • Return-for-Analysis Performance (

RTA %

)

  • Technical Expert Analysis Closure Lead Time (≤ 5 working days)
  • Prevention Index (%)

•

Background and Skill

  • BE / BTech in Electrical Engineering (or equivalent) with 8-12 years of experience
  • Strong experience in manufacturing quality / customer quality / field quality
  • Proven capability in problem solving, FMEA, and structured quality methodologies
  • Excellent communication, influencing, and stakeholder management skills
  • Sound knowledge of LV switchgear, ACB, MCCB, Contactors, etc

•

Personal Trait Profile

  • Strong

customer mindset

with ownership mentality

  • Results-oriented, proactive, and resilient
  • Ability to influence cross-functional teams without direct authority
  • Passion for

continuous improvement and change leadership

•

Scope and Impact of Position Responsibilities

.

  • This role has a

direct and significant impact on customer satisfaction

, product reliability, and brand confidence. By driving robust issue resolution and prevention, the role contributes materially to business performance and long-term customer trust.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page .

  • Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric - apply today! 40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Not included in the source posting: qualifications, benefits.

Skills

cybersecurity

Who can apply

The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.

Read automatically from the employer's posting text. Always confirm with the employer — requirements can change after a job is published.

Apply