Service Quality Excellence Specialist

1 mese fa

Conselve, Veneto, Italia Schneider Electric A tempo pieno

We are seeking a highly skilled Service Quality Excellence Specialist to join our team. This role is accountable for defining and implementing quality KPIs and fundamentals for Service offers, including Spares & Battery, Modernization & consulting, Maintenance, etc. The successful candidate will be responsible for creating and delivering high-quality services to our customers, ensuring timely and effective management of customer containment actions, and providing project quality control in an Agile transformation environment.

Key Responsibilities:

  • Engage with Service Offer creation and evolution teams to drive quality excellence and identify key metrics for Service Offers.
  • Support Agile transformation at the Line of Business (LoB) level from a quality perspective, ensuring end-to-end accountability for quality on new Service Offers.
  • Lead the development of annual quality targets and roadmaps for offers under responsibility, ensuring the effectiveness of quality improvement activities and driving follow-up.
  • Promote and coach a quality mindset within project/squad teams in an Agile transformation environment, representing and reminding customer voice in the Service Offer creation and evolution process.
  • Supervise the complete scope of quality (Design, manufacturing, supply chain, supplier) for Service offers under Service LOB responsibility to improve customer experience.
  • Secure collection and analysis of all data relative to quality (I2P, Customer Survey or feedback, manufacturing quality, supplier), driving quality issues resolution and prevention using 8D and lean 6 Sigma, and coordinating with Operation.
  • Actively support product line of business on PWP/withdrawal projects when there is transfer of technology (risk analysis, product control specification...), challenging to ensure good quality handshake between Product LoB and Service with clear SLAs.
  • Drive risk analysis for customers for non-conformant product or quality issue.

Requirements:

  • 3+ years of OQL experience + 3 years of Project Quality experience.
  • Bachelor or Master's degree in a major related to Quality or Engineering, MBA preferred.
  • Open-mindedness for new ways of working – doing quality control in a smart way.
  • Solid background in Medium and Low voltage (Technical, Industry, R&D), background with Secure Power preferred.
  • Basic Agile knowledge (real Agile project experience preferred).
  • Familiarity with Schneider Service Business preferred.
  • Black belt preferred.
  • Strong influence and convincing skills, coaching skills preferred.
  • Strong communication skills and crisis management.
  • Multicultural skills and experience, Fluent English.
  • High capabilities to prioritize, comfortable with uncertainty.

What We Offer:

  • A permanent contract.
  • Flexibility on the job.
  • An exciting work environment in an international company, with opportunities to lead and contribute to various projects by collaborating with cross-regional teams.
  • Special training tailored to your needs and career goals.
  • Development opportunities based on clear career paths to grow through experience and exposure.
  • An environment where employees have equal opportunity to reach their full potential, depending on performance and personal aspirations.
  • A comprehensive family leave program.
  • An estimated salary of €80,000 - €100,000 per year, depending on experience and qualifications.

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