슈나이더일렉트릭 · Claim Management Engineer

Job Description Mission: Improve Customer Satisfaction by effectively resolving complaints are resolved effectively and without delay and that those not resolved at the entity/country level have been communicated to the competent authorities and taken into account in the competent entities. Play a key role in ensuring product recurrent issues are promptly investigated and adequate corrective/preventive actions along with containment action implemented. Requirements and Responsibilities: Focus on Customer - Understand and anticipate customer needs, applications and values. Focus on customer total EXPERIENCE and LIFECYCLE. Create a sense of win-win partnership Ensures a complete and accurate understanding of customers’ requirements. Seeks honest, specific customer feedback to continuously improve the partnership in a global Creates a strong, contextual and specific sense of urgency in order to resolve customer problems. Displays capability to proactively challenge customers in order to reach a win-win situation. Shows solid understanding of the customer total experience and lifecycle and effectively communicates about it.  Coordinates all relevant actions to detect and develop long-term business relationships with customers. Customer Experience Performance - Ability to listen to Customers and measure customer satisfaction and loyalty by any means (survey, interviews, etc.) as input to improve the customer’s experience. CNPS: Customer Net Promoter Score FFR : Field Failure Rate Understanding of different customers – End User, OEM, Distributor, System Integrator, etc Knowledgeable concerning current customer metrics including on-time delivery, and DPM (Defects per Millions) Issue Resolution - Ability to identify issues and risks, analyze and understand underlying causes, and devise appropriate action plans. Ensure customer issues are regularly analyzed in order to identify top issues and launch solution to prevent them through collaboration with other organizations Thinks several steps ahead in deciding the best course of action, anticipating likely outcomes. Analyzes existing issues to identify significant and repetitive ones, and initiates the Problem to

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