Engineer ( Quality ) Customer Claims,CNS

Job Title : Engineer (Quality ) Customer Claims,CNS
                       

Introduction: Lead the end-to-end technical management of customer claims across the region — from case intake through root cause analysis, CAPA ownership, and closure — acting as a single-point quality interface that reduces handovers and ensures timely, consistent, and technically sound resolution. The role combines quality engineering rigor (failure analysis, dimensional and metallurgical evidence) with claim coordination excellence and advises Business Lines on design improvements arising from recurring failure patterns.

What you’ll do:

1. Technical Case Management

• Own technical case intake for CNS customer claims within the region, performing a first-level engineering assessment of evidence (photos, dimensional reports, lab results) to determine investigation scope before assignment.
• Perform technical failure analysis using material, dimensional, and metallurgical evidence (fastener fracture patterns, weld integrity, rubber/PU compound degradation), working directly with Plant Engineering to validate root cause before CAPA definition.
• Maintain case closing and aging tracking, ensuring claims are administratively and technically closed, not left as “ghost cases.”

2. Root Cause Analysis and CAPA

• Lead engineering root cause analysis of claimed failures, distinguishing confirmed facts from inferences and applying structured methodologies (8D, Ishikawa, 5-Why).
• Own CAPA execution for assigned cases end-to-end — defining corrective and preventive actions, assigning owners, tracking SLAs per D-step, and ensuring RCA quality before closure or reopening.
• Ensure lessons learned from claim investigations are captured and shared across relevant sites and regions, contributing to horizontal deployment of corrective actions.

3. Warranty Approval and Financial Management

• Conduct warranty approval technical review — validate the engineering basis of each claim (failure mode, applicable tolerances, service conditions) up to the regional approval threshold before financial approval is authorized.
• Coordinate credit note issuance with Order Management once technical validation is complete.

4. Business Line Engagement and Product Improvement

• Advise Business Lines on design and product improvements arising from recurring failure patterns, translating field/claim evidence into actionable engineering input for product redesign.
• Contribute to regional and global initiatives to reduce COPQ, warranty lead time, and CAPA aging.

5. Stakeholder Management and Training

• Lead and conduct regular claim review meetings with BA, MA, and Supply Chain to improve process visibility and escalate cases beyond regional authority.
• Train and support Market Areas and Distributors on CRM (Salesforce) and SAP QM usage for claim documentation.

6. Compliance and Quality Management System

• Apply and promote Trinorma Quality Management System principles (ISO 9001, ISO 14001, ISO 45001).
• Acknowledge and comply with Quality, Safety, Occupational Health, and Environmental standards in accordance with internal documentation, legal requirements, and Organizational requirements.

Who you are:

• Education: Professional degree. Mechanical, Industrial, Materials Engineering, or related technical discipline.

• Experience: Flexible experience in quality engineering, failure analysis, or root cause investigation in an industrial/manufacturing environment.
• Hands-on experience interpreting material and dimensional evidence (metallurgy, rubber/PU degradation, welding, fastener failure) to support root cause conclusions.

• Solid working knowledge of Trinorma Quality Management Systems (ISO 9001), CAPA processes, 8D methodology, and structured RCA techniques.
• Working knowledge of mining grinding/milling processes (SAG, ball mills, crushers) sufficient to interpret how product failures relate to the customer's operating conditions.
• Experience with SAP (QM/SD/MM modules), Salesforce CRM, Power BI, and Microsoft Office.
• Intermediate written and spoken English.
• Communication skills.
• Analytical mindset oriented toward translating technical findings into customer-facing communication.
• Strong interpersonal relationships and cross-functional collaboration.
• Stakeholder management and conflict resolution.
• Organization and planning to manage multiple concurrent technical investigations.
• Customer service orientation.
• Proactivity and decision-making.

What's in it for you:

• Wellbeing and safety - benefit from occupational healthcare, generous benefits plan, healthy living rewards, mental well-being services, meal benefits and engagement surveys.
• Annual bonus - global incentive programs tied to business and performance targets.
• Hybrid Working Possibilities-While we are big advocates of meeting and collaborating in person, we believe in fostering a flexible work culture.
• Extensive learning opportunities - ongoing growth dialogues, internal mobility, mentoring programs, education assistance, ambitious projects, and global opportunities.
• Worldwide support - leverage our network of peers across the world, offering valuable assistance. We get things done together, through open and honest communication.
• A thriving culture – we are committed to developing an inclusive culture that enables everyone to do their best and reach their full potential. A culture that is courageous, compelling, and caring, and unites our people to build a sustainable future together.