Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

About the job:

Support quality management throughout the complete supply chain process and product lifecycle of our equipment. Contribute to secure claims management process and availability of claims related information for service and capital equipment.

• The individual will have primary responsibility for managing and directing our claims resolution process in EQD
• Responsible for reporting Claim key performance indicators
• Responsible for analysis of claims in order to seek out root cause and thus drive corrective actions.

In this role, you will:

• Coordinate and manage claim management process.
• Follow up on claims and quality situation by making statistics, analysis and creating claim and quality reports.
• Drive and manage quality improvement projects/activities.
• Contribute to improve products quality through claims management.
• Claim registration in ACT, securing availability of relevant data.
• Request corrective actions Communication with customers and central AL.
• Maintain claims log and proactively work with Service Operations and Capital to clear ACT claim log
• Manage the claim process in Act according to the defined process
• Makes sure that the claim is solved at the customer in a timely manner and that we gather ALL of the relevant information needed to get to root cause and close out the claim internally
• Makes sure that the sales company and specific individuals are engaged at the proper level to resolve the claim
• Coordinate and drive the resolution for larger issues with technical, logistical, operations and managerial support
• Understand and be proficient with our claims resolution process
• Makes reliable and cost conscience decisions on warranty, troubleshooting, and application issues in order to efficiently resolve minor claim issues
• Coordinate field service needs with field technicians and their manager as need arises
• Participate in special projects as defined by manager
• Provide monthly reports on claim status from Claims system and KPI measurements.
• Monitor financial reporting of warranty costs, research inconsistencies and follow up on outstanding credits.
• Responsible for supporting Claims Process for the US Sales company.  Serve as Super User for the claim reporting tool.  Work with US stake holders to develop US process using the corporate claim reporting system (Act). 
• Provide training on US Sales Company Claims Process, and encourage compliance.
• Serve as Claims Business Process Specialist for the One4AL system team.
• Manage large warranty claims projects, as needed.
• Provide support to market units, accounting and shared services, as needed.

ORGANIZATIONAL COMPONENTS

Need to work with the following:

• Service Operations personnel
• Capital and Service Sales personnel.
• Engineering and Supply Project Managers and support personnel

• Receives primary direction from the Quality the Service Quality Manager
• Must be resourceful and proactive in meeting internal customer and external customer needs
• Must establish good working relationships with internal departments including: Sales Managers, Operations, Logistics, Shared Services, Field Sales, etc.

KEY PERFORMANCE MEASURES

Performance measures related to claims resolution and cost management may be used to evaluate performance. Actual measures used will vary based upon current business drivers and overall company objectives.

• Closed claims at the customer
• Number of received claims
• Number of closed claims
• Corrective Action Hit Rate
• Average days open
• Average days to close

ALFA LAVAL CORE COMPETENCIES NEEDED

•           Judgement & Decision Making

•           Acumen

•           Agility

•           Customer Focus

•           Drive for Results

•           Learning Ability

•           Networking & Influencing

What you know:

• Four-year college degree required.  Will consider candidates without 4-year degree with equivalent experience.

• Prior experience in a role supporting technical, equipment, and service personnel.
• Proven ability to perform multiple tasks with an expert level of prioritization skills.  Strong PC skills, including Microsoft Office Suite and Alfa Laval ERP systems.

• Excellent interpersonal, communication, and organizational skills.
• Energetic and able to perform in a fast-paced environment.
• Claim resolution experience highly desired.
• Custer Relation Management system experience highly desired.

What’s in it for you?

​We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval’s future success. Our benefits-eligible associates enjoy healthcare, dental and vision plans, a robust wellness program, generous retirement savings program, paid holidays, paid time off benefits, and more.  At Alfa Laval, we carefully consider a wide range of factors to determine your total compensation package. We rely on market indicators and consider your specific job, background, skills, and experience to get it right. The base salary for this role is typically $50,643 - $54,880.

EEO/Vet/Disabled Employer