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Schneider Electric India Pvt. Ltd.
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General Manager - CS&Q Services

General Manager - CS&Q Services

Schneider Electric India Pvt. Ltd.

10 - 15 years

25 - 30 Lacs

Vadodara

Posted:1 month ago| Platform:

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Skills Required

Green belt Sales Customer satisfaction Focus Back office Customer experience Management Continuous improvement Black Belt Complaint management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Description Service Customer Experience and Quality Leader

Service Customer Experience and Quality leader ensures that Customer Experience and the highest quality standards are driving services End to End processes and delivery actions all along business cycle.

He/She acts with the following priorities:

Be the voice of the customer in every step of the Services Business cycle

Drive Complaint Management: Business Risk Escalation, Offer Safety Incidents, Customer Major Issue

Lead Continuous improvement transformation

Essential Responsibilities :

Represent the voice of customer and drive the customer centricity within the Services

Leads CSQ project / initiative for his/her ZONE/Cluster.

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

secure implementation of action and close the loop with customer with a measurement his satisfaction

Influence the decision process of his/her entity to always take into account the voice of the customers

Care for VIP as Global Strategic Account located in their Zone

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

Alert the management on issues. Take decision having an impact on customer satisfaction (Safety Alert, Business Risk, FSB etc.)

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

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

Network continuously with Global CS&Q team to ensure Zone needs are understood and considered

Main interactions:

Service VP, Sales, Customers, Back Office Coordinators, Service Representative & Sub Contractors, Country Quality Team, H&S, Global Services, Global CSQ Teams

Candidate profile: PERSONAL COMPETENCIES

Leadership skills to maintain a diverse team engaged and focused on the project objectives

Ability to execute on challenging time constraints, prioritize, and manage indirect resources in a matrix organization

Ability to get things done through influence, breaking resistance to change

Ability to collaborate across multiple businesses, geographies, and functions. Collaboration skills is a much-needed skill for this role.

Strong business acumen, focused on results

Excellent communication skills

Process oriented

Customer Oriented mindset

Candidate profile: QUALIFICATIONS AND EXPERIENCE

Education: Graduate degree / Masters

Green

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General Manager - CS&Q Services