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About the Role

As an Associate, Customer Advocate, you will serve as a key voice for the customer, partnering across functions to ensure customer concerns are addressed effectively and translated into meaningful improvements. You will support customer issue resolution, complaint management, root cause investigations, and continuous improvement initiatives that enhance customer satisfaction and product quality.

Responsibilities

Support the customer advocacy process by serving as a customer-focused liaison across the organization.
Collect, analyze, and communicate Voice of Customer (VoC) feedback, field quality concerns, service reports, and customer claims.
Ensure customer issues are appropriately documented, prioritized, and tracked to resolution.
Promote customer-centric thinking and support data-driven decision-making to improve customer experience.
Assist in identifying emerging customer trends and escalating concerns as needed.
Coordinate customer complaint investigations from issue identification through closure.
Support containment activities to minimize customer impact and business risk.
Participate in structured Root Cause Analysis (RCA) efforts utilizing methodologies such as 8D, 5 Why, and Fishbone Analysis.
Track corrective and preventive actions (CAPA) and support verification of effectiveness.
Escalate significant customer concerns through established processes and governance channels.
Analyze customer complaints, field performance data, and VoC feedback to identify trends and recurring issues.
Support continuous improvement initiatives focused on product quality, reliability, and customer satisfaction.
Collaborate with internal teams to implement lessons learned and prevent recurring issues.
Contribute to preventive action projects that improve operational performance and customer outcomes.
Assist with customer issue analytics, reporting, and trend monitoring.
Partner with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality teams to resolve customer concerns.
Support alignment on containment strategies, corrective actions, and customer communication plans.
Participate in customer escalation reviews and resolution activities.
Maintain clear and timely communication with stakeholders throughout the investigation process.
Support customer issue management and escalation processes.
Ensure compliance with Schneider Electric quality systems, complaint handling procedures, and continuous improvement standards.
Monitor key metrics and support process improvement initiatives.
Assist with audits, management reviews, and quality governance activities related to customer satisfaction.

Requirements

Bachelor's degree in Engineering, Quality, Manufacturing, Business, Supply Chain, Customer Service, or a related discipline.
2+ years of experience in Customer Quality, Customer Service, Manufacturing, Engineering, Quality, Product Support, or a related function.
Experience supporting customer complaint investigations, issue resolution, or customer-facing processes.
Knowledge of Root Cause Analysis (RCA) methodologies and continuous improvement principles.
Strong analytical and problem-solving skills with the ability to manage multiple priorities.
Excellent verbal, written, and presentation communication skills.
Demonstrated ability to collaborate with cross-functional teams and build effective working relationships.
Proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Teams.
Experience in cooling technologies, HVAC systems, thermal management, data center infrastructure, or industrial products.
Familiarity with quality tools and methodologies including 8D, CAPA, FMEA, Lean, Six Sigma, and Pareto Analysis.
Experience working with customers, service organizations, manufacturing operations, and suppliers.
Green Belt certification or equivalent continuous improvement training preferred.
Knowledge of quality management systems and customer complaint management tools.
Experience analyzing customer feedback and performance trends to drive improvements.

Skills

Customer Experience Management
Customer Quality Analytics
Continuous Improvement
Customer Complaint Resolution
Root Cause Analysis
Quality Systems Fundamentals
Data Analysis and Reporting
Voice of Customer Programs
Problem Solving Techniques
Process Improvement
Customer Focus
Collaboration and Teamwork
Effective Communication
Stakeholder Management
Learning Agility
Business Acumen
Digital Acumen
Initiative and Accountability
Problem Solving and Decision Making
Results Orientation

Location

U.S. based

Work Type

Full-time

Experience Level

Associate
2+ years of experience

Education Level

Bachelor's degree

Salary/Compensations

USD 68,000 - USD 102,000 per year

Benefits

Robust benefits package
Flexible work arrangements
Opportunities for professional growth
Inclusive culture
Medical (with member reward points)
Dental
Vision
Basic life insurance
Benefit Bucks
Paid family leaves
Well-being programs
12 holidays per year
15 days of paid time off per year
Competitive pay
Incentives
Company share ownership
401(k) with match
Performance discussions
Global opportunities
Schneider Career Hub
Learning platforms like Coursera
Recognition
Volunteer leave
Programs with the Schneider Electric Foundation
Youth education initiatives
Military leave benefits

About the Company

Schneider Electric offers a robust benefits package, flexible work arrangements, opportunities for professional growth, and an inclusive culture where employees are empowered to make a meaningful impact.
As part of our team, you will contribute to creating innovative and sustainable solutions while helping customers maximize the efficiency, reliability, and performance of their operations.
Schneider Electric is there when it matters most to you.
Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team.
€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.
We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values.
We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value.
Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders.
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters.
At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success.
We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play.
It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization.
We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric – apply today!

Equal Opportunity

Schneider Electric is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.
Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.