Senior Claim Management Engineer

omptly 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 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 Prevention process to solve the underlying problem

  • Effectively involves required stakeholders and proactively communicates the status of issue resolution

• Quality Authority - Ability to alert/stop and put an end to any process which would endanger customer satisfaction, Offer Safety issue or decrease internal performance based on factual measurements.

  • Demonstrates organizational leadership to achieve and improve customer satisfaction and internal performance

  • Demonstrates understanding and application of quality management

  • Demonstrates ability to enhance effective and efficient operations

  • Demonstrates ability to prevent customer dissatisfaction from defective products or services

• Quality Strategy - Ability to define/put in place medium and long term action plans to increase customer satisfaction while improving business growth and efficiency.

  • Develops and implements a quality strategy at an organizational level

  • Designs/improves business processes to maximize customer Satisfaction

  • Communicates the quality strategy throughout the organization

• Continuous Quality Improvement - Ability to use any problem-solving method or quality tool to improve processes and eliminate root causes of defects.

  • Familiar with problem solving methods (e.g 8D) and process improvement guiding principles (effectiveness, efficiency)

  • Identifies basic root causes and effectively implements corrective and preventive actions

  • Understands and utilizes scorecards, dashboards, and other visual management tools to evaluate accuracy of data collected

  • Achieves quality and productivity improvements through a process-driven approach

• Continuous Business Process Improvement - Ability to figure out points for ongoing effort to improve products, services, or process. Implement the business process excellence through continuous improvement method and tool.

  • Familiar with SPC systems, methods (8D, A3, Kaizen, Lean, 6 Sigma, CJM) and BI (Business Intelligence) tool

  • Familiar with the process improvement guiding principles (effectiveness, efficiency, ruggedness)

  • Achieves quality and productivity improvements through a process driven approach to business

  • Makes decisions based on facts where effective and efficient actions are required

• Communicate effectively - Ability to communicate efficiently by listening and sharing information with internal stakeholders and external customers.

• • Creates, evaluates and presents the message or issue in a clear, concise and logical manner

  • Analyzes Adapts structure and level of detail to meet the needs of others

  • Demonstrates a high level of interest and attentiveness

  • Facilitates dialog between different shareholders

• Business Acumen - Ability to utilize insight about the trends, key issues and external factors that impact the industry and the organization.

  • Knows the offers, market segmentation, route to market, of the organization and it's value propositions

  • Understands business model: dynamics of the business and how risk is caused by the customer dissatisfaction

Qualifications

Education & Desired Qualification:

• Education: Bachelor's degree preferably in Engineering (EE, ECE) or equivalent experience

• Minimum 10 years customer complaint management, quality management and business risk escalation for business operation of UPS, Cooling, Rack, Inverter (VSD), PLC, HMI and Signal

• Minimum intermediate level required for verbal and written communication in English

• Global mindset for communicating/collaboration with global teams and no bias for difference

• Excellent interpersonal, communications and time management skills

• Excellent problem-solving abilities

• Excellent team player and collaboration

• Learning agility

슈나이더 일렉트릭 더 알아보기

• 회사 소개 페이지: https://https://www.jobkorea.co.kr/Super/schneider-electric

• 업무 환경 (유튜브 채널): https://https://www.youtube.com/watch?v=qBdvq1lKguA&t=3s

• 네이버 블로그: https://blog.naver.com/schneiderkor

• 기업문화 : https://https://www.youtube.com/watch?v=0BG3eppdNIw&t=176s

Schedule: Full-time
Req: 009HLC