Technical Customer Claims Specialist

For over 140 years our products have helped ensure the safe, reliable operations of key industries. With a passion for precision and partnership, **Celeros Flow Technology** continues this heritage of high performance and dependability, providing mission critical, sustainable flow control solutions for our customers around the globe.

Celeros Flow Technology is looking for individuals with a voice and a vision. We embrace change, diversity and promote new ways of looking at old ideas. We seek talented professionals to join our world-class team of innovators in a global, collaborative & multi-cultural environment, where you will be challenged, supported, and inspired to be extraordinary.

***:
**Job Summary**:
Reporting to Quality Manager - CELEROS FLOW TECHNOLOGY, the primary purpose of this role is the day-to-day management of customer complaints and/or warranties across a global network of clients. Work closely with all functions in the business to ensure that the customer complaint and/or warranty resolutions are concluded in a manner to ensure customer satisfaction and business’ continuous improvement.

***:
**Principle Duties and Responsibilities**:

- Manage customer complaints, ensure that customers’ complaints acknowledged, recorded, and resolved in a timely and efficient manner.
- Log, update, and maintain accurate complaint documents on a regular basis.
- Communication with customers to ensure quality performance is achieved. Track all communication, problems, and requests from customers, and ensure that they are logged in properly.
- Coordinate assigned investigations including drafting of reports for review. Set up with heads of departments to determine if complaints are founded or unfounded.
- Analyse complaints and investigate product and service quality in a profound manner. Make sure that all complaints are handled to the customers’ satisfaction and in a professional conduct.
- Daily/Weekly meetings to solve customer complaints. Taking proactive measures with the aim of eliminating the cause of quality issues and to reduce the risk of future failures.
- Use recognised problem-solving techniques to assist with resolving customer and/or warranties. Coordinate Root Cause Analysis, follow the full cycle with corrective and preventive measures to stop the issues from recurring.
- Manage complaint reporting systems and procedures, ensuring that initial proceedings do not conflict with company procedures.
- Perform research work, and troubleshoot issues pertaining to complaints, ensuring that all aspects are properly covered.
- Review credit requests related to product or service complaints to ensure that they are applied and processed timely.
- Coordinate collection and inspection of returned goods and assessments of products. Follow up with the disposition, including re-inspection, packing and preservation, and shipping to customer.
- Notify sub-suppliers of product performance-related complaints and subsequent actions. Work with members of the supply chain, ensuring that the quality of materials, components or sub-assemblies is enhanced to meet company’s and customer’s quality standards.
- Develop and keep under review best practice guidance for the handling of all complaints. Continuous process improvement to reduce warranty claims in line to meet business objectives.
- Managing own time and time allocation to warranty projects.
- Responsibility to analyse and provide regular updates of all Warranty Metrics to Senior Management team.
- Understand and accommodate the short/mid/long term targets of the of customer complaints operations.
- Endorse Warranty Certificates based on customer’s/contract’s requirements.
- Grant Warranty extensions in conjunction with Project Management, Sales, Engineering, etc.
- Be fully familiar with relevant engineering standards and specifications. Responsible for ensuring contractual and quality standards are met. Able to understand product drawings.
- Contribute to team’s effort by accomplishing related results as needed.
- Conduct Root Cause Analysis, follow the full cycle with corrective and preventive measures to stop the issues from recurring.

***:
**Knowledge, Skills and Abilities**:

- High levels of customer service and customer facing experience, project management experience.
- Ability to maintain good working relationships with customers, suppliers, colleagues, and third-party companies.
- Ability to influence and engage at all levels to maximise Aftersales Voice of Customer.
- Possess excellent communication skills both verbally and written.
- Well-presented and strong ambassador of the company’s values.
- Non-conformances Handling, Root Cause Analysis and Corrective, Preventive measures Management.
- Ability to follow complex procedures in a safe and accurate manner.
- Able to chair internal and external customer complaints and/or warranties meetings.
- Ability to think strategically whilst ensuring day to day operation objectives are