Customer Experience Engineer - 72413

DESCRIPTION/RESPONSIBILITIES: What will you do? * Act as the Customer Experience advocate. * Drive Customer Centricity in entities. * Ensure the Customer Experience is measured according to the Business priorities. * Define and follow up the improvement action plan and priorities with the Business stakeholders. * Ensure that Customer dissatisfactions are solved quickly and effectively through containment, correction, and prevention steps. * Select, schedule, and plan out visits to customer sites and host customers at our facility. * Identify both internal and external customers for each process, and their requirements, and work on actions to improve the overall customer experience. * Work in collaboration with continuous improvement engineers and Quality. * Support the internal process audit. * Support and influence customer-centric culture * Assist with customer satisfaction and quality-related projects as needed. * Organize and coordinate the deployment of sustainable Excellence in all the entity processes using improvement tools (SPS, 6 Sigma, Lean, Kaizen). * Ensure that complaints are resolved effectively and without delay and those not resolved have been escalated to the appropriate entity. * Collaborate with other organizations to contain, correct, and prevent problems affecting customers. * Utilize I2P methods. * Ensure that the Complaint process is supported with a warm loop (immediate containment for operational root causes) and 8D for a cold loop (for systemic root causes) * Determination of recurrent and severe customer issues, their containment, root cause analysis, correction, and prevention * Ensure all customer issues are regularly analyzed to identify top issues and launch projects to prevent them. * Eliminate dissatisfaction by ensuring customer issues are well-managed and ultimately prevented. * Monitor and respond to the voice of the customer survey responses and customer net promotor scores. Communicate these reviews/ratings with management. * Ensure that customer complaint leads to robustness program updates. * Scope is on operational and systemic facility processes, but also requires knowledge of and communication with order management and transport. * Share critical customer feedback information with management and all employees at all levels of meetings and on information boards. General * Ensure all customer issues are regularly analyzed to identify top issues and launch projects to prevent them. * Escalate customer issues to the right organization whenever needed and support collaborative resolution in the customer's best interest

What qualifications will make you successful for this role? * Bachelor's degree in computer science, Engineering, Supply Chain, Mechanical, Industrial, or equivalent field * Excellent verbal and written communication skills including the ability to influence internal and external customers, listen effectively and request input from others. * Excellent organizational skills including the ability to handle multiple demands and assignments, the ability to prioritize tasks effectively and efficiently, and drive issues/ tasks to closure. * Strong leadership skills including, team leading, peer mentoring and development, and the ability to empower others through delegating responsibility. * Candidate must be a self-starter, highly motivated, and results driven. * Strong problem-solving skills and experience with root cause analysis and implementation of corrective action for process-related concerns * Experience with Project Management and Lean. * Proficiency with MS Office suite of products, especially PowerPoint and Excel * Bachelor's degree in engineering or technical degree, or corresponding experience * 2- 3 years of project management experience * 2 years of Continuous and quality Improvement experience. * 2 years of experience in an engineering or technical capacity * Six Sigma experience roject preferred.

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