Customer Satisfaction & Quality Cluster Manager - F/M

Your Role:

Reporting to the CS&Q and Safety Vice President, your mission will be :


* Leads and coordinates all quality and customer satisfaction actions across a multi-country and multi-entity scope


* Drives high-stakes actions with respect to customer satisfaction, thus having a significant economic and business impact.


* Is responsible for the quality and customer satisfaction indicators under their charge.

Your missions :

Drive Customer Satisfaction in the Cluster


* Manage customer cases safety issues and customer major issues with plant CS&Q.


* Connect with different Front offices to manage different escalated customer cases.


* Review Plants manufacturing defects and verify action plans /effectiveness.


* Investigate significant quality failures per plant to identify action plans / effectiveness.


* Connect with different Plant heads to drive customer hot cases / quality deviations.


* Attend With Zone VPs, Plants Quarterly business reviews , Challenge plants different performance , reward good practices.


* Review different ISO/External /Internal audits gaps/ Actions/ follow closure/ effectiveness

Drive Quality and Process Robustness


* pFMEA Coverage


* RPN Reduction and S&R Risk elimination


* Quality Basics Deployment


* CoPQ reporting / NQC reduction


* Review Supplier issues including PPAP, SAP & Critical parts


* Plan and support CAPEX for CS&Q


* Conduct Kaikaku events in plants


* End to End Traceability & QR Code

Continuous Improvement Process with Plants


* Execute / review Kaizen CI projects with plants during visits.


* Review list CI projects / Outcomes with different plants.


* Schneider Performance System assessment


* Digital tools, Data Analytics

Animate and Train Plant CS&Q resources


* Review CS&Q teams organization / Roles per plant to ensure proper resources in place.


* Certify different plants 8D resources, PFMEA resources, and Schneider Performance System Core part.


* Target setting, Succession, Target Achievement and recruitment of Plant CSQ resources.

Drive with LOB Different plants offers performance


* Identify offer quality targets with LOB per plant per year.


* Review Line process audits, actions with different plants.


* Coordinate with LOB improvement needed actions to improve different offers Quality performance.


* Identify different offers surveillance test by LOB/ By Plant and follow the execution.


* Follow up on failing surveillance test failures , identify impact on customers/ markets / Follow on Actions.

Follow up on different customer touch points within FO process


* Review tendering / engineering touch points gaps per plant & Actions.


* Ensuring Technical Antenna connection with different Plant team to enhance offer robustness.


* Review with Plants Antenna product improvements Quality cases.

Alignment with Corporate Quality


* Developing with C...