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Job Description
Summary:
Schneider Electric is looking for a strong candidate who will be responsible of managing the continuous Improvement, business analysis, quality assurance and training in the Customer Support organization.
The candidate shall be having a high level of analytical thinking and cross culture communication skills with customer Centric mindset.
Role and Responsibilities:
- - Manage and supervise the quality assurance in Customer Support to keep high standards of serving customers.
- - Manage and supervise the training plan for the Customer Support organization.
- - Prepare technical reports by collecting, analyzing and summarizing information and trends.
- - Suggest changes to management using analytics.
- - Lead / Actively participate in the implementation of approved changes.
- Manage projects for initiatives on increasing efficiency and quality
- - Support in determining operational objectives by studying; gathering information; evaluating output requirements and formats.
- - Create informative, actionable and repeatable reporting that highlights relevant trends and opportunities for improvement in operation.
- - Conduct insightful, deep analyses to investigate ongoing or one-time operational issues.
- - Work with different stakeholders to effectively develop recommendations to resolve repeatable problems.
- Create, keep updated, develop and improve the CCC business processes for all supported countries from Back Office, Front Line and Technical Support areas
- - Other duties assigned by manager.
Job Requirements
- Bachelor degree in Engineering, Electrical Power is preferred, MBA is a plus.
- +8 years of relative experience.
- Fluent in English (French is a plus).
- Excellent analytical skills and excellent knowledge of excel, tableau or access.
- Excellent communication skills and ability to establish and maintain strong relationships with internal/external resources.
- Ability to work in cross culture environment.
- Excellent understanding of customer satisfaction.
- Excellent negotiation and presentation skills.
- Strong leadership, enthusiasm & drive to succeed.
- Effective listening & communication skills.
- Ability to perform under pressure with proven conflict management skills.
