Customer Claim Quality Engineer

Introduction
We are looking for a Customer Claim Quality Engineer to join our Regional Quality team in the Greater China organization. In this role, you will lead the end-to-end technical management of customer claims, from investigation through corrective actions and closure, contributing to consistent, timely, and technically sound claim resolution while supporting continuous product improvement.
You will report to the Regional Quality Head, and the role location is Quzhou, based fully onsite. This role includes domestic and international business travel.
Team you will belong to
You will join the Regional Quality team focused on customer claims management, quality engineering, root cause analysis, and continuous improvement. Our team plays a key role in supporting customers, manufacturing sites, engineering functions, and business teams by ensuring effective claim resolution and quality management, with a shared focus on product performance, customer satisfaction, and operational excellence.
We collaborate closely with Business Lines, Supply Chain sites, foundries, procurement, manufacturing plants, engineering teams, Market Areas, distributors, and Global Order Management. Our team is based in Quzhou.
What you'll do

• Own the technical intake and assessment of customer claims, reviewing evidence and defining the appropriate investigation scope.
• Perform technical failure analysis using material, dimensional, and metallurgical evidence, working with engineering teams to validate root causes and support corrective actions.
• Lead root cause investigations using structured methodologies such as 8D, Ishikawa, and 5 Why, ensuring effective corrective and preventive action (CAPA) implementation and closure.
• Monitor claim aging and closure status to ensure cases are administratively and technically resolved.
• Conduct technical warranty reviews, validating failure modes, tolerances, and operating conditions before approval and coordinating claim-related activities with Order Management.
• Advise Business Lines on design and product improvements based on recurring failure patterns and field evidence.
• Lead claim review meetings, support process visibility, escalate complex cases, and contribute to initiatives that reduce Cost of Poor Quality (COPQ), warranty lead time, and CAPA aging.
• Train and support Market Areas and distributors on Salesforce Customer Relationship Management (CRM) and SAP Quality Management (QM) processes while promoting compliance with Trinorma Quality Management System requirements.

What you'll bring

• Professional degree in Mechanical Engineering, Industrial Engineering, Materials Engineering, or a related technical discipline.
• Demonstrated experience in quality engineering, failure analysis, or root cause investigation within an industrial or manufacturing environment.
• Hands-on experience interpreting material and dimensional evidence, including metallurgy, rubber or polyurethane degradation, welding, and fastener failures.
• Solid knowledge of Trinorma Quality Management Systems, including ISO 9001, ISO 14001, ISO 45001, CAPA processes, 8D methodology, and structured root cause analysis techniques.
• Working knowledge of mining grinding and milling processes, including SAG mills, ball mills, and crushers, with the ability to relate product failures to customer operating conditions.
• Experience working with SAP, Salesforce CRM, Power BI, and Microsoft Office applications.
• Intermediate written and spoken English communication skills.
• Strong analytical, communication, stakeholder management, conflict resolution, planning, and cross-functional collaboration skills.
• Customer-focused mindset with demonstrated initiative and decision-making capability.

What's in it for you
At Metso, you will combine meaningful work with opportunities to learn, grow, and make an impact in a supportive and inclusive environment. You'll be part of a global team where collaboration, wellbeing, and continuous learning are part of everyday work.
We support your growth and wellbeing by offering:
Purpose-led work: Contribute to enabling sustainable modern life and transforming the industry.
Wellbeing: Access to wellbeing programs, occupational healthcare, and supportive services.
Rewards: Competitive compensation and performance-based incentives.
Flexibility: Hybrid working options to support balance and productivity.
Growth: Learning pathways, mentoring, internal mobility, and global collaboration opportunities.
Culture: A caring, collaborative, and inclusive workplace committed to helping you thrive.
Get in touch
Want to rise above the possible with us? Click "Apply now" to submit your application.
We recognize that highly capable candidates may hesitate to apply unless they meet every listed requirement. If this role excites you, we encourage you to apply even if your experience does not align perfectly with every qualification. You may be exactly the right candidate for the role.