Process Owner, Customer Claim and Technical Support

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Process Owner, Customer Claim and Technical Support

Primary Location:

Espoo, FI Tampere, FI Brookfield, WI, US York, PA, US

Join an industry leader and make a positive change in the sustainable use of the world’s natural resources. Together, we will transform the business and drive the industry toward a greener future. At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.

Job posting end date: 06/27/2024

Introduction

We are seeking a Process Owner (Senior Manager), Customer Claim and Technical Support to join our Process and Data Management team! In this role, you will manage and own the active process development portfolio for Customer claims, Warranty and Technical support processes for Aftermarket (Services & Consumables). You will also act as a business solutions owner for the SAPphire project warranty stream. In this position, you will report to Director, Global Processes. 

The position location is negotiable, preferred locations are in Finland (Espoo) and United States (York, Brookfield). We are happy to offer flexible working arrangements, including hybrid options

Team you belong to 

The Process and Data Management (PDM) team is responsible for defining product data requirements in Metso. It drives Installed Base Information content, structure quality, and coverage, and manages the technical documentation for our products. The function is accountable for developing the process way of working, operating model, and governance for the Aftermarket end-to-end business processes. Process and Data Management is organized under three teams: Data and Installed Base, Processes and Systems and Technical Information. We work closely with different Business Lines, Project Controlling, Global Logistics Operations and other stakeholder groups. Together with your colleagues in the team and other organizations in Metso, you get to experience a transformation where all steps count.

What you do

• Manage and own active process development portfolio for Customer claims, Warranty and Technical support processes for Aftermarket (Services & Consumables)
  • End-to-end ownership for Customer claims, Warranty and Technical Support
  • Coordinate business requirements gathering and own process-related tool requirements
  • Prioritize and align process and system development, including coordinating required system development in cooperation with the IT organization
  • Collect requirements for and ensuring the use of Business Area related analytics and reporting capabilities
  • Develop and implement guidelines and business rules in cooperation with BA and function representatives
  • Management of agreed BA-level operational KPIs
• Act as a business solutions owner for the SAPphire project warranty stream
• Support process ownership identification and documentation for BA SVS/CNS. Actively collaborate within the Metso process owner community.
• Participate in continuous improvement and deployment activities with the Deployment and Compliance organization, using input for process development and improvement.
• Ensure alignment across processes including high-level end-to-end processes and the related sub-processes
• Monitor and ensure compliance with the global operating model and processes

Who you are 

• You have a solid track record of leading change and have a talent for efficient execution of development projects. 
• You have an excellent understanding of the international supply chain operating model and operative processes. 
• You have experience from multiple parts of the organization and business with a strong understanding of claim handling, managing warranty and cost of poor quality. 
• You understand how data impacts customer satisfaction and business profitability, so you can prioritize effectively.
• You are capable of leading process development, implementing changes, influencing stakeholders and getting people on board with a common target.
• You can make decisions and prioritize initiatives in an environment where there may be conflicting requirements from a business perspective.
• You get excited when colleagues across the world improve the KPIs together. 
• You have experience in core systems (PDM/CRM/ERP/Salesforce) and understand how they typically integrate. SAP knowledge is required.
• You are persistent and you do not give up easily if there is still room to improve the customer experience and internal efficiency. 

What's in it for you

• An inspiring purpose - Enabling sustainable modern life. Minerals and metals are the backbone of essential functions in the modern world. However, there's a pressing need for more sustainable solutions to collect and process them. At Metso, you get to be part of transforming the industry and making a positive change.
• Wellbeing and safety - Benefit from occupational healthcare, generous benefits plan, healthy living rewards, mental well-being services, on-site gym, bicycle benefits, and engagement surveys.
• Compensation and rewards - Global incentive program tied to business and performance targets, car benefits, and meal benefits.
• Hybrid working possibilities - While we are big advocates of meeting and collaborating in person, we believe in fostering a flexible work environment.
• A thriving culture - We are committed to developing an inclusive culture that enables everyone to do their best and reach their full potential. A culture that is courageous, compelling, and caring, and unites our people to build a sustainable future together. 
• Extensive learning opportunities - Ongoing growth dialogues, internal mobility, mentoring programs, education assistance, ambitious projects, and global opportunities.
• Worldwide support - Leverage our network of peers across the world, offering valuable assistance. We get things done together, through open and honest communication.

Get in touch

Want to rise above the possible with us? Click ‘Apply now’ to leave your application.

For additional information, please contact Heidi Anttila, Director, Global Processes at [email protected].

We understand that some highly competent candidates might hesitate to apply for a role unless they meet every listed qualification. If you're excited about this role, we encourage you to apply even if you don't meet all the requirements. You may be the right candidate for the role

Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability. Metso is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers' energy and water efficiency, increase their productivity, and reduce environmental risks with our product and process expertise. We are the partner for positive change.  Headquartered in Espoo, Finland, Metso employs over 17,000 people in close to 50 countries and sales for 2023 were about EUR 5.4 billion. The company is listed on the Nasdaq Helsinki. metso.com, x.com/metsoofficial #J-18808-Ljbffr