{"id":2941866,"url":"https://alion.io/job/schneider-electric-associate-customer-advocate","title":"Associate, Customer Advocate","company":{"id":1266,"name":"Schneider Electric","domain":"se.com","url":"https://alion.io/company/schneider-electric","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jibe","truth_index":{"grade":"B","score":75,"open_postings":387,"ghost_share":0,"stale_share":0.982,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Legal","role_family":"Legal","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Buffalo, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":68000,"max":102000,"currency":"USD","period":"year","gross":null,"usd_annual":102000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Mandiant capa","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-20T17:29:07Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-30T16:57:49Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Associate, Customer Advocate\nWhat will you do?\nAs 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. Reporting to the Senior Associate, Customer Advocate, you will support customer issue resolution, complaint management, root cause investigations, and continuous improvement initiatives that enhance customer satisfaction and product quality.\nCustomer Advocacy\nSupport the customer advocacy process by serving as a customer-focused liaison across the organization.\nCollect, analyze, and communicate Voice of Customer (VoC) feedback, field quality concerns, service reports, and customer claims.\nEnsure customer issues are appropriately documented, prioritized, and tracked to resolution.\nPromote customer-centric thinking and support data-driven decision-making to improve customer experience.\nAssist in identifying emerging customer trends and escalating concerns as needed.\nCustomer Complaint Management\nCoordinate customer complaint investigations from issue identification through closure.\nSupport containment activities to minimize customer impact and business risk.\nParticipate in structured Root Cause Analysis (RCA) efforts utilizing methodologies such as 8D, 5 Why, and Fishbone Analysis.\nTrack corrective and preventive actions (CAPA) and support verification of effectiveness.\nEscalate significant customer concerns through established processes and governance channels.\nQuality Improvement & Prevention\nAnalyze customer complaints, field performance data, and VoC feedback to identify trends and recurring issues.\nSupport continuous improvement initiatives focused on product quality, reliability, and customer satisfaction.\nCollaborate with internal teams to implement lessons learned and prevent recurring issues.\nContribute to preventive action projects that improve operational performance and customer outcomes.\nAssist with customer issue analytics, reporting, and trend monitoring.\nCross-Functional Collaboration\nPartner with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality teams to resolve customer concerns.\nSupport alignment on containment strategies, corrective actions, and customer communication plans.\nParticipate in customer escalation reviews and resolution activities.\nMaintain clear and timely communication with stakeholders throughout the investigation process.\nProcess Governance\nSupport customer issue management and escalation processes.\nEnsure compliance with Schneider Electric quality systems, complaint handling procedures, and continuous improvement standards.\nMonitor key metrics and support process improvement initiatives.\nAssist with audits, management reviews, and quality governance activities related to customer satisfaction.\nWhat qualifications will make you successful?\nRequired Qualifications\nBachelor's degree in Engineering, Quality, Manufacturing, Business, Supply Chain, Customer Service, or a related discipline.\n2+ years of experience in Customer Quality, Customer Service, Manufacturing, Engineering, Quality, Product Support, or a related function.\nExperience supporting customer complaint investigations, issue resolution, or customer-facing processes.\nKnowledge of Root Cause Analysis (RCA) methodologies and continuous improvement principles.\nStrong analytical and problem-solving skills with the ability to manage multiple priorities.\nExcellent verbal, written, and presentation communication skills.\nDemonstrated ability to collaborate with cross-functional teams and build effective working relationships.\nProficiency with Microsoft Office Suite, including Excel, PowerPoint, and Teams.\nPreferred Qualifications\nExperience in cooling technologies, HVAC systems, thermal management, data center infrastructure, or industrial products.\nFamiliarity with quality tools and methodologies including 8D, CAPA, FMEA, Lean, Six Sigma, and Pareto Analysis.\nExperience working with customers, service organizations, manufacturing operations, and suppliers.\nGreen Belt certification or equivalent continuous improvement training preferred.\nKnowledge of quality management systems and customer complaint management tools.\nExperience analyzing customer feedback and performance trends to drive improvements.\nKey Deliverables\nCustomer complaint investigations and issue resolution support.\nRoot Cause Analysis (RCA) documentation.\n8D investigation support and reporting.\nCAPA tracking and effectiveness verification.\nCustomer satisfaction improvement recommendations.\nCustomer issue trend analysis and reporting.\nVoice of Customer (VoC) reporting and insights.\nLessons learned documentation and deployment.\nEscalation management support.\nContinuous improvement and prevention project participation.\nKey Performance Indicators (KPIs)\nCustomer complaint response and closure time.\nTimely completion of RCA and corrective action activities.\nCustomer issue recurrence reduction.\nCAPA completion and effectiveness.\nCustomer satisfaction and customer experience metrics.\nEscalation response and resolution performance.\nVoice of Customer action plan completion.\nTrend reporting accuracy and timeliness.\nContinuous improvement project participation and outcomes.\nSkills & Competencies\nTechnical Competencies\nCustomer Experience Management\nCustomer Quality Analytics\nContinuous Improvement\nCustomer Complaint Resolution\nRoot Cause Analysis\nQuality Systems Fundamentals\nData Analysis and Reporting\nVoice of Customer Programs\nProblem Solving Techniques\nProcess Improvement\nLeadership Competencies\nCustomer Focus\nCollaboration and Teamwork\nEffective Communication\nStakeholder Management\nLearning Agility\nBusiness Acumen\nDigital Acumen\nInitiative and Accountability\nProblem Solving and Decision Making\nResults Orientation\nWhat's in it for me?\nSchneider 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.\nLet us learn about you! Apply today.\nSchneider Electric is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.\n 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.\nOur 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.\nFor this U.S. based position, the expected pay range is USD 68,000 - USD 102,000 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.\nSchneider Electric is there when it matters most to you\nOur Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:\nCare for Yourself and Your Family.We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.\nInvest and Plan Your Future.We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.\nGrow Your Skills and Career.We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.\nTeam Up in the Workplace.We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.\nSupport Your Community.We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.\nIf you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.\n Looking to make an IMPACT with your career?\nWhen 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.\nIMPACT 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.\nWe 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.\nBecome an IMPACT Maker with Schneider Electric - apply today!\n€40 billion global revenue\n+9% organic growth\n150 000+ employees in 100+ countries\n\nYou must submit an online application to be considered for any position with us. This position will be posted until filled.\nSchneider 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. \nAt 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. You can find out more about our Trust Charter here\n\nSchneider Electric is an Equal Opportunity Employer. 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