Head of Customer Claims & Warranty Operations

Head of Customer Claims & Warranty Operations

Mission

Drive customer satisfaction and continuous improvement by leading robust problem-solving processes, ensuring effective resolution of quality issues, and fostering a culture of quality excellence across all sites. 

Why Join Us?

You are a hands-on and analytical leader with passion for customer satisfaction, seeking a high impact role? We are seeking a Head of Customer Claims. You won't just be managing a department; you will be design and own the end-to-end global process for how we intake RMAs, perform technical root-cause analysis, and ultimately govern financial warranty decisions.  

Key Responsibilities

Customer Claim Process Owner and Coach 

• Establish and grow a high-performing team of Root Cause Analysis (RCA) Engineers and Return Material Authorization (RMA) Handlers. Define roles, recruit talent, and foster ongoing development to ensure the team’s long-term success.


• Take the lead in shaping and continuously improving the company’s customer claim handling and root cause analysis processes (e.g., 8D methodology). Identify gaps, introduce best-in-class practices, and ensure robust tools, templates, and workflows are in place. 


• Champion a culture of structured problem-solving and ongoing improvement across all sites. Coach teams, challenge current approaches, and implement lessons learned to continuously improve tools, templates, meeting structures, and role definitions. 


• Coach and challenge claim process stakeholders throughout the process—on both content and structure—to increase the company’s maturity in problem-solving year on year. 

Facilitator of Global 8D-Review Board 

• Guide and moderate global 8D review meetings, maintaining focus and productive discussion. 


• Assume 8D leadership until root cause and drive case resolution with Solution Owners. 


• Challenge 8D team leaders and management on decisions and directions as needed. 


• Compile and distribute meeting agendas, ensuring all required attendees are present. 


• Document decisions and actions, communicate them promptly, and ensure follow-up. 

Drive Customer Issues to Closure 

• Maintain an overview of all major quality cases reported by internal and external customers. 


• Guide unresolved issues into the established complaint handling process. 


• Ensure all major issues are addressed appropriately (using the 8D method, with proper reporting, ownership, and team setup) at both global and local levels. 


• Ensure each site operates an effective local quality cockpit to address all issues, including minor ones, and coach local Quality Managers in managing them. 


• Liaise with other departments, or delegate this to 8D teams, to facilitate progress and resolution. 

Team Leadership 

• Lead a team of Root Cause Analysis (RCA) Engineers and Return Material Authorization (RMA) Handlers in hands-on investigations of claims and returns. 

• Compile and review RCA reports to ensure clarity, accuracy, and actionable outcomes. 

• Act as claim governance to ensure accurate data and sound warranty decisions. 

Contacts (Internal / external) 

Internal:

• All departments  

• Regional ADBSG sites 

External:

• Customers 

• Suppliers 

Skills/Qualification 

Business skills:

• Bachelor’s degree in Engineering, Quality Management, or related field. 

• 5+ years’ experience in quality management within a manufacturing or OEM environment. 

• Strong knowledge and hands-on experience with the 8D methodology and root cause analysis. 

• Proven ability to lead teams and coach cross-functional groups. 

• Excellent communication, facilitation, and problem-solving skills. 

• Experience with customer claim processes, complaint handling, and warranty decision-making. 

Languages:

• Multi-language, international & intercultural experience. 

• Language know-how: English  

Competences:

• Leadership & Team Management - Ability to lead, coach, and develop teams, fostering a culture of ownership and accountability in quality processes. 

• Problem Solving & Continuous Improvement - Strong analytical skills and expertise in structured methodologies (e.g., 8D), with a drive to identify root causes and implement effective, sustainable improvements. 

• Communication & Facilitation - Excellent skills in communicating clearly, facilitating meetings, training stakeholders, and presenting complex information in an accessible way. 

• Customer Focus & Collaboration - Commitment to understanding and resolving customer issues, working cross-functionally, and influencing others to achieve quality objectives. 

What's on offer:

• A dynamic and challenging environment that encourages growth and learning.


• Opportunities to shape the future of our industry and make a significant impact on our company's business


• A collaborative culture that values innovation, integrity, and inclusivity.


• Competitive compensation packages, including health benefits etc.

If you want to join a global business and enjoy being a team player who's driven and passionate, then this is your opportunity to come on board by applying! 

What to learn more about working at ADB SAFEGATE then check out our Career's website https://adbsafegate.com/about/career/