Customer Care Center Expert & Customer Safety Leader – F/H – Angoulême, France

Job Description

Within the Schneider Electric Industry Business unit, the Control and Signaling team offers products and solutions and is currently the global leader in control panel components. They aspire to become the global leader in relays and signaling systems. With the rise of the connected industry, their traditional electromechanical product line is transitioning towards more connected ecosystems, aligning with customer needs and Schneider Electric’s strategy.

The Control and Signaling team is located in Singapore and Angoulême (southwest of France) under a common management.

Your role:

Reporting to the Director of Customer Satisfaction and Quality, you will be involved in managing customer cases through BFO and will be responsible for handling critical situations that may impact customer safety. You will be the primary contact for ensuring customer needs are addressed and their satisfaction is achieved. Your contributions will advance customer satisfaction by supporting the implementation of C&S products by customers and sharing quality improvement needs.

Your main missions:

• Support customers in finding solutions through inquiries via Bridge Front Office or direct interactions
• Contribute to enhancing and improving customer satisfaction levels
• Participate in defining quality objectives for new projects by sharing customer needs information
• Conduct training sessions to maintain necessary knowledge levels within the L2 Customer Care Center teams
• Monitor and manage quality and response time adherence for customer inquiries with the support of L2 Customer Care Center managers
• Collaborate with the technical and marketing teams of the C&S business
• Support and manage internal technical or documentation updates to assist customers
• Implement quality escalation processes related to maintaining optimal product and offer safety levels
• Manage relationships with the Offer Safety Alert committee
• Prepare appropriate communications for a good understanding of issues
• Conduct risk analyses in connection with technical risks highlighted by customers, authorities, factories, or different C&S departments
• Take necessary actions to analyze and justify decisions to contain risks for customers or for Schneider Electric
• Manage customer relations regarding analysis feedback; travel and meetings may be necessary in France or abroad
• Propose process improvement solutions

Yout profile:

An electronics/electromechanical engineer with a minimum of 5 to 10 years of experience in technical and commercial customer support, with good technical knowledge of products and customer applications.

Your competences:

• Strong technical skills in electromechanics, electronics, or automation
• Knowledge of customer applications in various industrial sectors (manufacturing, production, or transportation facilities)
• A penchant for teamwork
• Knowledge or experience in managing critical issues related to customer application safety
• Experience in negotiating with customers
• The ability to synthesize and share information and recommendations clearly
• Ease in conducting meetings and making proposals
• Proficient in spoken and written English to collaborate with teams and clients
• Interpersonal and collaborative skills
• Curiosity, rigor, organization, and autonomy

We offer you:

• A position with responsibility and autonomy as you will work on different products and applications with direct interactions with our clients
• A multi-technology environment with a central position and interactions with all business areas within and outside the activity, providing opportunities for career development
• The chance to evolve within a dynamic multicultural team that values teamwork, mutual support, conviviality, while respecting data quality and keeping the customer at the center of priorities
• Recognition of ideas and leisure time after work, creating a professional and friendly environment.

Qualifications

Let us learn about you! Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

About Our Company

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!

€36 billion global revenue

+13% organic growth

150 000+ employees in 100+ countries

#1 on the Global 100 World’s most sustainable corporations

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. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

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.

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