Technical Customer Claims Specialist

Req ID:  62413
Location: 

Newbury, Berkshire, GB, RG14 5TR

Date:  Sep 1, 2022

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 met while maintaining a clear focus and direction.
  • Ability to maintain the very highest levels of attention to details even when under pressure.
  • Formal exposure to process improvement methodologies. Proactive mindset that designs creative solution to strategic and tactical challenges.
  • Ability to manage time effectively and clearly prioritise tasks for self and team in a dynamic and

change-oriented environment

  • Technical aptitude and strong technical knowledge.
  • Able to read and understand drawings. Understand engineering standards and specifications.
  • Commercially aware.
  • Leadership and mentoring skills.
  • A team player who is willing to support others and adopt a flexible approach.
  • Have strong IT skills - proficient in the use of Microsoft office programs and have skills and Experience
  • SAP experience, although not mandatory as can be trained.
  • Willingness to travel domestically and internationally.

 

 

Education and Experience

 

  • BA/ Engineering Degree or relevant experience.
  • Training and/or experience with managing projects and implementing decisions. Conducting continuous improvement initiatives and quality projects. Manage change influencing key stakeholders and creating substantial outcomes.
  • Training and/or experience with managing risks and implementing decisions.
  • Good understanding of legislation and contractual obligations.
  • Ability to interpret and analyse complex numerical and financial data.
  • Ability to make decisions, be flexible and use own initiative.
  • You must possess a sound engineering background.
  • Understanding of engineering terminologies is desirable.

 

 

Physical Demands

 

  • Sitting, Standing or Walking.

 

 

Working Conditions

 

  • Adequate working conditions, mainly office based. However, candidate shall be able to offer support to inspection area (shop floor), as applicable.

 

 

Disclaimer

 

The above statements are intended to describe the general nature and level of work required to perform this role.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required to perform this role.   Employees will be required to perform reasonable additional duties, that are not detailed on this job description, which fall within their scope of skills and experience. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 

 

Celeros Flow Technology Values

 

INTEGRITY:  We work safely and respect our employees, business partners & environment. We always lead by example.

SPEED:  In our mission to bring mission-critical flow control equipment to the world, energy in our actions & urgency.

ACCOUNTABILITY:  We stand behind our actions and deliver on our promises.

PARTNERSHIP:  We collaborate across our teams & our customers to win together. We rely on each other to deliver the best outcome & celebrate successes.

EXCELLENCE:  We are passionate about being the best at engineering, manufacturing & maintaining mission-critical equipment.  We seek quality & community improvement in every interaction.

 

 

Quality

 

Quality encompasses all aspects of Celeros Flow Technology business, and every Employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process and the quality system.  All Employees have an obligation to identify and record any such nonconformity, and through designed channels, initiate and recommend solutions.