Lead Engineer, Customer Handling

The Impact You'll Make

The Customer Claims Handling Specialist is the customer-facing case owner for assigned complaints and claims. The role manages each case from intake through customer closure by confirming the issue, classifying risk, coordinating the response team, maintaining the official claim record, communicating status, and compiling formal responses such as 8D reports.

The CCH Specialist ensures the right technical owner is engaged and that commitments are visible and followed. The role does not independently determine technical root cause, approve product disposition, implement site corrective action, authorize design or manufacturing changes, or make commercial settlement commitments.

What You’ll Be Doing

Role Scope and Business Impact

• Serves as the single point of coordination for assigned customer claims.
• Creates a reliable communication bridge between the customer and internal technical, quality, operational, and commercial stakeholders.
• Maintains visibility to case status, risk, evidence, containment, corrective-action progress, due dates, and closure criteria.
• Supports customer confidence by communicating verified facts promptly and preventing conflicting or uncoordinated responses.
• Contributes accurate claim data for trend analysis, recurrence prevention, and global quality improvement.

Essential Duties and Responsibilities

• Claim Intake: Receive, document, and acknowledge customer complaints; confirm affected product, part number, serial or lot information, quantity, failure mode, location, operating conditions, timing, and requested response.
• Validation and Classification: Determine whether the issue meets claim criteria, apply the appropriate issue and severity classification, and escalate potential safety, regulatory, line-down, repeat, or strategic-customer concerns.
• Case Ownership: Open and maintain the official claim record; establish due dates, response milestones, owners, communication cadence, and closure criteria.
• Team Coordination: Engage Site Quality for containment and root-cause work, FSE for onsite evidence and technical field support, Engineering for design or application input, and commercial functions for customer-account considerations.
• Customer Communication: Provide timely acknowledgment, interim updates, evidence requests, containment status, formal responses, and closure communication using approved channels and language.
• Evidence Management: Coordinate return samples, photographs, data logs, installation information, operating history, and other evidence; ensure traceability and chain of custody when required.
• Containment Follow-up: Track and communicate customer and internal containment status while ensuring technical containment decisions remain with the authorized quality, engineering, operations, or service owner.
• Formal Response: Compile customer-facing 8D reports, corrective-action summaries, or other required documents using technical content supplied and approved by responsible functions.
• Commitment Tracking: Monitor actions and due dates, identify delays early, and escalate missed or at-risk commitments through the CCH Manager and responsible functional leaders.
• Record Integrity: Maintain complete, accurate, and audit-ready claim files, including correspondence, technical reports, approvals, evidence, decisions, and closure confirmation.
• Closure: Confirm completion of required actions, customer acceptance or documented closure criteria, and final internal records before closing the case.
• Trend Support: Apply accurate defect, product, site, customer, and cause coding; identify repeat issues and share observations with CCH leadership and quality stakeholders.
• Process Improvement: Recommend improvements to templates, workflows, customer messaging, case coding, escalation, and handoffs based on recurring obstacles and customer feedback.

What We're Looking For

Qualifications

• Associate or bachelor’s degree in engineering, quality, operations, business, customer service, or a related field; equivalent relevant experience may be considered.
• Typically three or more years of experience in customer quality, complaint handling, manufacturing quality, technical service, customer service, operations, or a related industrial environment.
• Demonstrated ability to coordinate multiple concurrent cases, stakeholders, deadlines, and customer expectations.
• Experience working with technical documentation and structured problem-solving reports is preferred.
• Experience in a global or matrixed manufacturing organization is preferred.

Technical Requirements

• Working knowledge of 8D, containment, root-cause analysis, corrective action, and CAPA concepts.
• Ability to understand drawings, specifications, test results, failure descriptions, and technical reports sufficiently to coordinate and communicate accurately.
• Strong business writing, documentation, and presentation skills.
• Proficiency with complaint-management systems, CRM/ERP applications, spreadsheets, dashboards, and standard office tools.
• Working knowledge of applicable QMS requirements, customer-specific requirements, and document-control expectations.

Key Interfaces

• Customers, distributors, and service partners
• CCH Manager and other CCH team members
• Field Service Engineers and FSE leadership
• Site Quality, Manufacturing, Operations, Engineering, and Supply Chain
• Sales, Account Management, Customer Service, Product Management, Warranty, Finance, Legal, and Global Quality

Success Measures

• On-time claim acknowledgment, status updates, and formal responses
• Case aging, overdue-action rate, and closure cycle time
• Completeness and audit readiness of claim records
• Accuracy of issue classification and coding
• Quality and clarity of customer communication
• Effectiveness of escalation and cross-functional coordination
• Reduction in avoidable rework, missed commitments, and conflicting messages
• Customer feedback and internal stakeholder satisfaction

Key Competencies

• Customer focus and empathy
• Ownership and follow-through
• Clear and concise communication
• Organization and priority management
• Professional judgment and confidentiality
• Constructive escalation and persistence
• Attention to detail and data accuracy
• Collaboration across functions, sites, and cultures

What You'll Get from Us

• We promote from within and support your learning with mentoring, training, and access to global opportunities.
• You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
• We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
• You’ll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about-we think they’re pretty great.

Ready to Make a Difference?

If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.