{"id":2288473,"url":"https://alion.io/job/danfoss-lead-engineer-customer-handling","title":"Lead Engineer, Customer Handling","company":{"id":452335,"name":"Danfoss","domain":"danfoss.com","url":"https://alion.io/company/danfoss-6","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":72000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1961},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false}],"status":"live","first_seen_at":"2026-10-11T16:06:24Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-10-11T23:24:00Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The Impact You'll Make\nThe 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.\nThe 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.\nWhat You’ll Be Doing\nRole Scope and Business Impact\nServes as the single point of coordination for assigned customer claims.\nCreates a reliable communication bridge between the customer and internal technical, quality, operational, and commercial stakeholders.\nMaintains visibility to case status, risk, evidence, containment, corrective-action progress, due dates, and closure criteria.\nSupports customer confidence by communicating verified facts promptly and preventing conflicting or uncoordinated responses.\nContributes accurate claim data for trend analysis, recurrence prevention, and global quality improvement.\nEssential Duties and Responsibilities\nClaim 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.\nValidation 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.\nCase Ownership: Open and maintain the official claim record; establish due dates, response milestones, owners, communication cadence, and closure criteria.\nTeam 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.\nCustomer Communication: Provide timely acknowledgment, interim updates, evidence requests, containment status, formal responses, and closure communication using approved channels and language.\nEvidence Management: Coordinate return samples, photographs, data logs, installation information, operating history, and other evidence; ensure traceability and chain of custody when required.\nContainment 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.\nFormal Response: Compile customer-facing 8D reports, corrective-action summaries, or other required documents using technical content supplied and approved by responsible functions.\nCommitment Tracking: Monitor actions and due dates, identify delays early, and escalate missed or at-risk commitments through the CCH Manager and responsible functional leaders.\nRecord Integrity: Maintain complete, accurate, and audit-ready claim files, including correspondence, technical reports, approvals, evidence, decisions, and closure confirmation.\nClosure: Confirm completion of required actions, customer acceptance or documented closure criteria, and final internal records before closing the case.\nTrend Support: Apply accurate defect, product, site, customer, and cause coding; identify repeat issues and share observations with CCH leadership and quality stakeholders.\nProcess Improvement: Recommend improvements to templates, workflows, customer messaging, case coding, escalation, and handoffs based on recurring obstacles and customer feedback.\nWhat We're Looking For\nQualifications\nAssociate or bachelor’s degree in engineering, quality, operations, business, customer service, or a related field; equivalent relevant experience may be considered.\nTypically three or more years of experience in customer quality, complaint handling, manufacturing quality, technical service, customer service, operations, or a related industrial environment.\nDemonstrated ability to coordinate multiple concurrent cases, stakeholders, deadlines, and customer expectations.\nExperience working with technical documentation and structured problem-solving reports is preferred.\nExperience in a global or matrixed manufacturing organization is preferred.\nTechnical Requirements\nWorking knowledge of 8D, containment, root-cause analysis, corrective action, and CAPA concepts.\nAbility to understand drawings, specifications, test results, failure descriptions, and technical reports sufficiently to coordinate and communicate accurately.\nStrong business writing, documentation, and presentation skills.\nProficiency with complaint-management systems, CRM/ERP applications, spreadsheets, dashboards, and standard office tools.\nWorking knowledge of applicable QMS requirements, customer-specific requirements, and document-control expectations.\nKey Interfaces\nCustomers, distributors, and service partners\nCCH Manager and other CCH team members\nField Service Engineers and FSE leadership\nSite Quality, Manufacturing, Operations, Engineering, and Supply Chain\nSales, Account Management, Customer Service, Product Management, Warranty, Finance, Legal, and Global Quality\nSuccess Measures\nOn-time claim acknowledgment, status updates, and formal responses\nCase aging, overdue-action rate, and closure cycle time\nCompleteness and audit readiness of claim records\nAccuracy of issue classification and coding\nQuality and clarity of customer communication\nEffectiveness of escalation and cross-functional coordination\nReduction in avoidable rework, missed commitments, and conflicting messages\nCustomer feedback and internal stakeholder satisfaction\nKey Competencies\nCustomer focus and empathy\nOwnership and follow-through\nClear and concise communication\nOrganization and priority management\nProfessional judgment and confidentiality\nConstructive escalation and persistence\nAttention to detail and data accuracy\nCollaboration across functions, sites, and cultures\nWhat You'll Get from Us\nWe promote from within and support your learning with mentoring, training, and access to global opportunities.\nYou’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.\nWe strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are. \nYou’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.\nReady to Make a Difference?\nIf 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.\nAll 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.","description_format":"text","description_chars":7265,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Home Appliances","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-10-11T16:06:24Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-10-12T01:35:53Z"},"pay":null,"html_url":"https://alion.io/job/danfoss-lead-engineer-customer-handling","json_url":"https://alion.io/job/danfoss-lead-engineer-customer-handling.json","meta":{"generated_at":"2026-10-12T01:35:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1966,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":452335},"rest":"https://alion.io/mcp/rest/get_company?id=452335"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdanfoss-lead-engineer-customer-handling"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdanfoss-lead-engineer-customer-handling"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdanfoss-lead-engineer-customer-handling"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/danfoss-lead-engineer-customer-handling\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdanfoss-lead-engineer-customer-handling"}]}