The VIP Customer Concern Manager serves as Schneider Electric Motivair's senior advocate and escalation leader for the company's most strategic global customers. This highly visible position is responsible for protecting customer confidence, safeguarding revenue, and ensuring rapid resolution of critical product quality, performance, delivery, and reliability concerns.
Operating at the intersection of customer experience, quality, engineering, manufacturing, and commercial operations, this individual serves as the focal point for strategic customer concerns and executive escalations. Through leadership, influence, and structured problem solving, the VIP Customer Concern Manager transforms customer challenges into opportunities for continuous improvement, business growth, and strengthened customer partnerships.
This role requires a unique blend of engineering expertise, quality leadership, executive communication skills, and customer advocacy. The successful candidate must influence cross-functional teams without direct authority while driving meaningful outcomes for customers and the business.
Key ResponsibilitiesStrategic Customer Advocacy - Serve as the primary escalation leader for strategic customer concerns globally.
- Develop trusted relationships with key customer stakeholders.
- Represent customer interests while balancing business priorities.
- Ensure rapid response and resolution of complex customer issues.
Escalation Management - Own strategic customer concerns from initiation through closure.
- Coordinate global response teams.
- Lead containment and recovery activities.
- Track actions through successful implementation.
- Provide frequent communication regarding status and resolution plans.
Quality & Problem Solving Leadership - Lead investigations involving product quality, delivery, reliability, and performance issues.
- Drive structured root cause analysis methodologies.
- Facilitate development of corrective and preventive actions.
- Ensure effective implementation and validation of improvements.
- Drive permanent resolution of recurring issues.
Executive Communication - Provide concise executive-level summaries of customer concerns.
- Translate complex technical issues into clear business impacts.
- Present status, risks, mitigation plans, and outcomes to leadership teams.
- Support executive customer reviews and strategic account discussions.
Cross-Functional Leadership Partner closely with:
to ensure rapid issue resolution and continuous improvement.
Voice of Customer Leadership - Capture customer pain points and strategic feedback.
- Identify systemic improvement opportunities.
- Translate customer expectations into business improvement initiatives.
- Promote customer-centric decision making throughout the organization.
Continuous Improvement - Drive lessons learned across the enterprise.
- Identify trends across customer concerns.
- Reduce recurring failure modes.
- Improve customer experience processes.
- Increase organizational responsiveness and effectiveness.
Required Qualifications - Bachelor's Degree in Engineering.
- Minimum 10 years of relevant professional experience.
- Experience supporting critical infrastructure products.
- Demonstrated expertise in customer-facing technical problem solving.
- Strong engineering and analytical foundation.
- Proven track record leading cross-functional investigations.
- Experience interfacing directly with customers regarding technical issues.
- Exceptional verbal and written communication skills.
- Ability to travel 25% to 50% globally as business needs require.
Preferred Qualifications - 15+ years of relevant experience.
- Experience in thermal management systems.
- Experience with liquid cooling technologies.
- Data center infrastructure experience.
- HPC or AI infrastructure experience.
- Experience supporting electromechanical or mechatronic systems.
- Knowledge of mission-critical environments.
- Experience supporting hyperscale customers.
Technical Competencies Required expertise in:
- Eight Discipline (8D) Methodology
- Corrective and Preventive Action (CAPA)
- Problem Solving Methodologies
Preferred familiarity with:
- Quality Management Systems
For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 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.
Our Total Rewards package outlines all the benefits and support you'll enjoy as part of the Schneider Electric team:
Care 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.
Invest 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.
Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.
Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.
Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.
