Service Quality & Claims Specialist

Overview

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.

Responsibilities

Warranty claim technical investigations and Service process/deliverable ownership

• Use root cause analyses and relevant quality tools to ascertain whether claim is warranted or a chargeable repair
• Attend internal and external meetings to communication status of claim submissions
• Responsible for administrative execution to ensure MSA CQN process and any escalations to Engineering are completed in a timely manner
• Primary contact for customer claim handling via Service in the UK. Includes data collection and accuracy, status tracking of ongoing issues, warranty order to CQN tracking and feedback to stakeholders on status
• Undertaking and/or coordination of product repairs in line with product group expertise and/or scale of claim
• Development of forward- and backward-looking KPIs to drive decision making and process control by relevant data analysis

Revenue generation

• Repairs and/or training as scheduled by the Service Supervisor

Qualifications

Experience (required)

• Technical Experience – min 2 years technical/mechanical experience
• Experience in Service/Repair activities across at least 2 product groups
• Knowledge of root cause analysis and other quality analytical tools
• Strong & customer orientated communication skills.
• Ability to balance excellent customer experience with protecting the interests of MSA
• Excellent written, verbal & presentation skills.
• MS Office >> Word and Excel advanced
• Skills in SAP & SAP CRM or other.
• Transferring Company Guidelines & Policies into daily business.
• Self-motivation & focus
• Flexibility.

Experience (preferred)

• Demonstrable application of root cause analysis and other quality analytical tools

Education (required)

• Technical High School or Degree or equivalent from business experience.

Education (preferred)

• Technician or BSC, just graduated, e.g. mechatronic or electronical engineer

Travel:10-20%

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