Customer Satisfaction and Quality Director

The appointee is expected to lead Customer Satisfaction & Quality of Schneider eStar, which is a JV between Schneider Electric and Star Charge. The offer scope of the Schneider eStar (EV supply equipment or EVSE) includes organic AC EV chargers, AC & DC EV chargers with partners, edge control and cloud services for Europe and Rest of World. In addition to EVSE, Prosumer Product (Resi Storage and C&I Storage) offers are sold as well

The appointee will handle the Customer Satisfaction & Q uality (CS & Q) of the Schneider eStar. Ensure that it does translate into actions and targets and ultimately in a total customer satisfaction and profitable business growth. The appointee will contribute to the key Customer Satisfaction & Quality transformations of the division moving from product to application including digital, moving from organic offer development to organic AND external offer development with partners. The appointee will own all aspects of Customer Satisfaction & Quality performance including but not limited to OTDC,FFR, Supplier Peformance, Warantee Cost and Risk Management. The appointee will also manage strategic partner Star Charge quality perrformance for Europe, and ROW markets.

The appointee will lead a team of Customer Satisfaction and Quality located in Europe and China, while working in alignment and close cooperation with SE CS&Q teams defining clear roles and responsibilities between teams to maximize efficiency and effectiveness.

Manage the CS&Q function within Schneider eStar

- Interact regularly with customers to better understand their expectations and concerns

- Represent the voice of customer and drive the customer centricity

- Influence the decision process to always take into account the voice of the customers

- Care for Very Important Customers as Global Strategic Account

- Run CS&Q related processes (Issue to Prevention, Customer Care, Customer Satisfaction & Loyalty Development)

- Drive Quality Excellence in Offer Creation Process

- Contribute to Customer Project Process

- Alert the management on issues

- Take decision having an impact on customer satisfaction (Safety Alert, Business Risk, etc.)

- Drive the Quality Strategy of their entity in accordance with the Global Quality Strategy

- Implement the Schneider quality policy, define CS&Q roles, targets and objectives within the entity

- Challenge the involved entities to improve customer satisfaction and achieve quality goals

- Drive the relevant quality programs and methods (8D, Lean 6 sigma, etc.) to ensure continuous improvement

- Consolidate all Non Quality Costs and drive improvement actions

- Manage the Quality Management System

- Advocate to drive and implement the Global directives and policies

- Network continuously with Global CS&Q team to ensure business needs are understood

and considered

- Represent in the Schneider organization for the Customer Satisfaction & Quality

- Ensure the right level of competency for the CS&Q teams and career paths

资格

• LANGAGUE Fluent English & French is mandatory, Chinese is a plus

• EXPERIENCE in Customer Satisfaction & Quality plus at least one more additional experience in Project Management, Product Development, Manufacturing, Operational experience in China partner developed ODM project for IEC markets is a plus

• KEY LEADERSHIP SKILLS
• Focus on Customers
• Achieve results
• Set Vision and strategy
• Influence & Convince
• Foster Collaboration

• ADDITIONNAL REQUIRED COMPENTENCIES

o S trong drive, energy and ability to achieve in a transversal international environment

o Federative, collaborative and politically savvy

• Ability to manage change and transformation in matrix organization
• Outstanding communication skills & cross-culturally open, C-level communication
• High on integrity and ethical values
• Well organized and structured

o Post graduate degree / Masters

o Green Belt or Black Belt trained

o Marketing/Design/Industrial/Quality

o Strong recognized leadership

o Project Management skills

o Strong influence skill with global mindset

o Multicultural skills

o Communication capabilities

o Process oriented

时间表: 全职
请求编号: 0096ZM