Job Summary

Sr. Manager, Customer Quality - Location: Hyderabad, India. Purpose of Position: Customer Quality Manager acts as the voice of the customer within the plant, ensuring robust handling of customer complaints, field issues, and requests while driving systemic prevention. The role focuses on improving customer satisfaction, product reliability, and confidence through structured problem solving, strong cross functional collaboration, and transparent communication with internal and external stakeholders.

Key Responsibilities

- Act as the primary customer advocate within the plant for all customer quality topics.
- Own customer experience metrics such as CNPS, FFR, DCR, CR, RTA, PIQ, Field Failure Rate (PPM) and drive continuous improvement actions.
- Ensure timely and effective communication with customers, Front Office, and Service teams on complaints and requests.
- Lead end to end management of customer complaints, ensuring response within 24 hours and closure within defined lead times.
- Conduct and coordinate technical analysis of field return products, ensuring robust root cause analysis and effective corrective and preventive actions.
- Work with Technical Experts / Design teams to deliver high quality technical reports that build customer confidence.
- Initiate and lead PRBs / I2Ps (Issue to Prevention) to ensure sustainable resolution of customer issues.
- Drive FMEAs for customer related processes to identify hot points and prevent recurrence.
- Develop and deploy test to fail strategies for known and potential product failure modes.
- Lead and promote Customer First culture initiatives within the plant.
- Develop customer stories, instruction videos, and troubleshooting guides to strengthen customer confidence and internal capability.




- Actively incorporate Voice of Customer (VOC) insights into plant improvement actions.
- Represent the plant in monthly governance meetings with Global, Front Office, and Service teams.
- Collaborate closely with Production, Process Quality, IQC, SCM, Logistics, IG Plants, and LOB teams to drive customer quality performance.
- Provide clear visibility on risks, actions, and progress to leadership.

Measure of Performance

- Customer Net Promoter Score (CNPS)
- Field Failure Rate (PPM)
- Delivery Complaint Rate (DCR PPM)
- Complaint Request Closure Lead Time
- Return for Analysis Performance (RTA %)
- Technical Expert Analysis Closure Lead Time (5 working days)
- Prevention Index (%)

Qualifications & Skills

- BE / BTech in Electrical Engineering (or equivalent) with 8-12 years of experience
- Solid experience in manufacturing quality / customer quality / field quality
- Proven capability in problem solving, FMEA, and structured quality methodologies
- Sound knowledge of LV switchgear, ACB, MCCB, Contactor, etc

Personal Traits

- Strong customer mindset with ownership mentality
- Results oriented, proactive, and resilient
- Ability to influence cross functional teams without direct authority
- Passion for continuous improvement and change leadership

Scope and Impact

This role has a direct and significant impact on customer satisfaction, product reliability, and brand confidence. By driving robust issue resolution and prevention, the role contributes materially to business performance and long term customer trust.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Sr. Manager Customer Advocate (Hyderabad)
🏢 Schneider Electric
📍 Hyderabad