David Müller Kraus

Experience

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  Schneider Electric

  Oct 2013 - Dec 2023

  Schneider Electric is leading the digital transformation of energy management and automation. Its technologies enable the world to use energy in a safe, efficient, and sustainable manner. Main activities and responsibilities: • Conduct comprehensive analysis and effective resolution of supplier non-conformities, through quality tools like 8D, Ishikawa, RCA, 5 why, FMEA, Pareto, PDCA and CAPA management.• Leadership to improvement projects and continuous improvement with critical suppliers using Action Plan, DMAIC and Monthly Meeting.• Responsible for supplier performance metrics such as Defects Per Million and Problem Occurrence.• Support for the purchasing team in the implementation of Quality Contracts, making suppliers responsible for meeting the quality targets agreed by both parties.• Travel by car and plane to visit and conduct supplier audits, with the ability to manage logistics, prioritize tasks and communicate effectively with suppliers.• Conducting supplier qualification audits as a global quality auditor with focus in Supplier's Quality Management System.• Conducting supplier process audits with an emphasis on defect prevention and process validation, using the supplier's PFMEA and PCP assessment as a basis.• Leader/Trainer for the PPAP, which includes conducting assessments and requirements of Risk Analysis, Process Flow Charts, PFMEA, Control Plan, First Article Inspection Report (FAIR), SPC, MSA, Certificate of Conformance RoHS & REACH and others.• Support in QVE (Quality & Value Engineering) and CoS (Change of Supplier) with local and global team processes aimed at optimizing costs and quality in product and equipment ranges.• Internal Auditor of Integrated Management Systems (ISO 9001:2015, ISO 14001:2015, ISO 45001:2018).• Experience in SAP QM module. Achievements:• 75% reduction in defects and 60% reduction in occurrences in the Supplier Performance and Issue Occurrence indicators, respectively, from 2019 to 2022. Show less Main activities and responsibilities: • Customer service for quick problem-solving, claims management, and warranty costs.• Responsible for the logistics of sending technicians and materials to the customer site.• Contribute to achieving customer satisfaction through predefined KPIs. • Collaborate with R&D, Product Management, Engineering, and Quality on resolving customer issues.• Providing technical assistance to customers via phone, email, or chat.• Troubleshooting issues related to Schneider Electric products and services.• Documenting and tracking customer interactions and technical issues in a quality management system.• Conducting root cause analysis to identify the underlying cause of technical issues and develop solutions to prevent recurrence.• Providing training and guidance to customers on how to use Schneider Electric products and services effectively.• Staying informed about the latest product and service offerings from Schneider Electric.• Escalating complex technical issues to higher-level technical support or engineering teams.• Collaborating with the sales team to identify opportunities for upselling or cross-selling Schneider Electric products and services. Show less Main activities and responsibilities: • Responsible for managing VIP customer portfolio, and performing Call Center service with interface at the factory.• Responding to customer inquiries and requests via phone, email, or chat.• Providing solutions to customer issues related to Schneider Electric products and services.• Collaborating with cross-functional teams to resolve customer issues that require additional expertise.• Documenting and tracking customer interactions and issues in a customer relationship management (bFO) system.• Identifying and escalating urgent customer issues to appropriate teams for immediate resolution.• Following up with customers to ensure their issues have been resolved to their satisfaction.• Providing guidance and assistance to customers on how to effectively use Schneider Electric products and services.• Collaborating with sales and technical support teams to provide a seamless customer experience.• Participating in continuous improvement initiatives to enhance the overall customer experience.• Providing feedback to management on opportunities to improve customer service and support. Show less Main activities and responsibilities: • Providing technical assistance to customers via phone, email, or chat under the guidance of a supervisor or mentor.• Learning how to troubleshoot issues related to Schneider Electric products and services.• Collaborating with cross-functional teams and shadowing experienced technical support professionals to resolve technical issues that require additional expertise.• Documenting and tracking customer interactions and technical issues in a quality management system.• Participating in root cause analysis sessions to identify the underlying cause of technical issues and develop solutions to prevent a recurrence.• Support customer service for quick problem-solving, claims management, and warranty costs.• Support for the logistics of sending the technician and materials to the field.• Assisting in providing training and guidance to customers on how to use Schneider Electric products and services effectively.• Keeping up-to-date with the latest product and service offerings from Schneider Electric.• Participating in continuous improvement initiatives to enhance the overall customer experience.• Escalating complex technical issues to higher-level technical support or engineering teams under the guidance of a supervisor or mentor.• Learning how to collaborate with the sales team to identify opportunities for upselling or cross-selling Schneider Electric products and services.• Learning about Schneider Electric's internal processes and procedures for delivering quality technical support and customer service. 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  • Supplier Quality Engineer

    Feb 2017 - Dec 2023

  • Technical Support

    Aug 2015 - Feb 2017

  • Customer Care Analyst

    May 2014 - Jul 2015

  • Technical Support Intern

    Oct 2013 - May 2014
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  Hitachi Energy

  Jan 2024 - now

  Supplier Quality & Development Engineer

  Hitachi Energy is a global technology leader focused on power grids and the transition to a more sustainable energy future through its digital and electrical power solutions. Main activities and responsibilities:- Identify, coach, and manage suppliers to meet organization's high quality standards and compliance policies through audits, advice, and training on quality protocols.- Negotiate service level agreements and performance/quality metrics, and ensure all contractual obligations are fulfilled.- Resolve supplier issues related to quality, performance, and services to optimize outcomes.- Mitigate supply disruption risks by identifying and certifying alternative suppliers who meet stringent certification requirements. Show less