External claims manager

Position Summary

The Customer Claims Manager is responsible for managing customer equipment claims related to hydraulic hoses, fittings, and assemblies. This role requires strong technical expertise to rapidly diagnose product-related issues in customer machines, determine root cause, and drive fair and timely resolutions. The position is highly customer-facing and demands frequent communication, negotiation, and problem-solving while maintaining calm, professional, and positive customer relationships—even in high-pressure situations.

Key Responsibilities

Customer Claims Management

• Receive, investigate, and resolve customer equipment claims related to hydraulic hose and assembly performance.

• Serve as the primary point of contact for customers throughout the claim lifecycle.

• Ensure timely response, clear communication, and documented resolution of claims.

• Negotiate claim outcomes when appropriate, balancing customer satisfaction with company policy.

Technical Evaluation & Root Cause Analysis

• Quickly understand customer machine applications and operating conditions involving hydraulic hoses and fittings.

• Analyze failed products, photos, videos, field data, and customer reports to determine root cause.

• Distinguish between product defect, application error, installation issue, misuse, or external damage.

• Coordinate laboratory testing, field inspections, and internal engineering reviews as needed.

Customer Communication & Relationship Management

• Communicate frequently and professionally with customers to explain findings, timelines, and resolutions.

• Calm and de-escalate customer concerns during equipment downtime or operational impact.

• Build trust through technical credibility, transparency, and responsiveness.

• Support Sales and Customer Service in maintaining strong long-term customer relationships.

Cross-Functional Coordination

• Work closely with Quality, Engineering, Manufacturing, Sales, and Customer Service teams.

• Provide technical guidance to internal teams regarding claim findings and customer feedback.

• Ensure corrective actions are implemented when product or process improvements are identified.

Documentation & Continuous Improvement

• Maintain accurate claim records, technical findings, and customer communications.

• Track claim trends, failure modes, and recurring issues.

• Provide reports and recommendations to leadership to reduce future claims and improve product performance.

Qualifications

Required

• Bachelor’s degree in Engineering, Industrial Technology, Mechanical Systems, or related field (or equivalent hands-on experience).

• 3–7 years of experience in technical claims, product quality, field service, or customer technical support within an industrial or manufacturing environment.

• Strong technical knowledge of hydraulic hoses, fittings, fluid power systems, or similar equipment.

• Proven ability to rapidly diagnose technical problems in customer machinery.

• Excellent communication, negotiation, and conflict resolution skills.

• Ability to manage difficult conversations while maintaining customer confidence and professionalism.

Preferred

• Experience in hydraulic hose manufacturing or fluid power industry.

• Hands-on experience with hose assembly, testing, or failure analysis.

• Familiarity with ISO 9001 audits and corrective action processes.

• Ability to travel to customer sites for investigations when required.