Customer Service Claims Manager

The Customer Service Claims Manager is responsible for ensuring the accurate, timely and efficient
processing of customer claims related to material non-conformities. The Customer Service Claims
Manager acts as the central operational link between Customer Business Units (KGs), internal factories,
supply chain organizations, and external suppliers to ensure fast replacement material delivery while
maintaining high-quality claim data and process compliance.
The Customer Service Claims Manager validates claim information, identifies the responsible supplier,
determines the correct replacement mate rial, coordinates claim clarification activities, and assigns claims
to the appropriate manufacturer. Through effective claim processing and collaboration with suppliers and
field organizations, the Customer Service Claims Manager contributes to reducing customer impact,
improving supply chain reliability, enabling root cause analysis, and supporting continuous improvement
initiatives across Schindler's global claim management process.

Essential Function
* Claim Processing and Validation
* Assess, validate and process customer claims to ensure compliance
with global claim management standards and claim validity criteria.
Verify completeness and accuracy of information including warranty
status, commission number, part identification, supporting evidence
and problem categorization.
* Ensure adherence to global claim handling procedures,
organizational norms, work instructions and service level
requirements while maintaining data integrity and process discipline.

* Supplier and Material Identification
* Identify the original supplier and determine the correct replacement
material by comparing claim information with original purchase
orders and ordering systems, including SHAPE lookup where
applicable. Identify the original supplier and determine the correct
replacement material by comparing claim information with original
purchase orders and ordering systems, including SHAPE lookup
where applicable.

* Claim Clarification and Resolution
* Investigate discrepancies between requested and required
replacement materials. Collaborate with KGCRs, claimants, suppliers
and other stakeholders to obtain missing information and ensure
correct resolution.

* Claim Assignment and Material Replacement Initiation
* Assign validated claims to the appropriate internal factory or external
supplier and initiate replacement material ordering to minimize
customer impact and installation delays.

* Customer and Stakeholder Communication
* Maintain transparent communication with KG Claim Responsibles
(KGCR), claimants and suppliers regarding claim status, requested
actions, replacement material content and escalation needs.

* Claim Data Quality Management
* Ensure claim records are complete, accurate and documented
according to organizational requirements to support claim analysis,
reporting, KPI monitoring and future root cause investigations.

* Supply Chain and Quality Performance Support
* Support claim-related performance targets including Unit Claim Rate
(UCR), On-Time Replacement (OTR), and Cost of Poor Quality
(CoPQ) reduction by enabling timely and accurate claim handling.
* Identify recurring claim patterns, process inefficiencies and quality
issues. Provide feedback to Supply Chain, Quality, Engineering and
Operations organizations to drive corrective actions and continuous
improvement initiatives.
* Support onboarding, training and knowledge transfer activities
related to claim handling processes, claim management tools and
best practices within the supply chain organization.

Education
* Bachelor's degree in Engineering, Supply Chain Management, Operations Management, Quality
Management or equivalent technical/business discipline.
* Lean Six Sigma Green Belt or equivalent problem-solving certification is an advantage.
* Experience in claims management, order processing or supply chain operations preferred.
Experience
* Minimum of 5-8 years experience in supply chain operations, customer claims management,
quality management, order management, technical support, logistics, or related operational
functions. Proven ability to analyze technical and commercial information and make fact-based
decisions.

Knowledge, Skills and Abilities
* Strong analytical and problem-solving capabilities.
* Understanding of supply chain, logistics and material flow processes.
* Experience with customer claims and non-conformity management.
* Ability to interpret technical product and ordering information.
* Strong stakeholder management and communication skills.
* Data accuracy and process compliance mindset.
* Ability to work in a global matrix organization.
* Customer-focused and solution-oriented approach.
* Continuous improvement mindset.
* Experience working with ERP and claim management systems.

Travel/Physical/Other
* Willingness/ ability to travel up to 20% as required.

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
• 3 weeks' vacation which increases with tenure, 7 sick days, 3 floating holidays and8 Company Observed Holidays.
• Tuition Reimbursement - Eligible after 6 months of service.
• Parental Leave - 100% base pay for 6 consecutive weeks within first year of achild's birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.