Customer Claim Quality Engineer

Our world depends on rocks, minerals, metals and other raw materials – the building blocks of modern society. As an industry leader, Metso helps transform these essential materials to enable sustainable modern life.

Our solutions and services support everything from renewable energy and electrification to the infrastructure and digital economy shaping our future. Together, we help our customers meet growing demand while driving the industry toward a more sustainable use of the earth’s natural resources.

Join nearly 18,000 Metsonites worldwide, each bringing unique expertise and experience to positive change. At Metso, you’re supported by a growth culture built on safety, wellbeing, inclusion and collaboration.

This is your opportunity to make an impact and rise above the possible.

Job posting end date: 09/07/2026

Introduction

We are seeking a highly skilled Customer Claim Quality Engineer to lead the end-to-end technical management of customer claims across the region — from case intake through root cause analysis, CAPA ownership, and closure — acting as a single-point quality interface that reduces handovers and ensures timely, consistent, and technically sound resolution. The role combines quality engineering rigor (failure analysis, dimensional and metallurgical evidence) with claim coordination excellence and advises Business Lines on design improvements arising from recurring failure patterns.

What You’ll Do

Technical Case Management

• Own technical case intake for CNS customer claims within the region, performing a first-level engineering assessment of evidence (photos, dimensional reports, lab results) to determine investigation scope before assignment.
• Perform technical failure analysis using material, dimensional, and metallurgical evidence (fastener fracture patterns, weld integrity, rubber/PU compound degradation), working directly with Plant Engineering to validate root cause before CAPA definition.
• Maintain case closing and aging tracking, ensuring claims are administratively and technically closed, not left as “ghost cases.

Root Cause Analysis and CAPA

• Lead engineering root cause analysis of claimed failures, distinguishing confirmed facts from inferences and applying structured methodologies (8D, Ishikawa, 5-Why).
• Own CAPA execution for assigned cases end-to-end — defining corrective and preventive actions, assigning owners, tracking SLAs per D-step, and ensuring RCA quality before closure or reopening.
• Ensure lessons learned from claim investigations are captured and shared across relevant sites and regions, contributing to horizontal deployment of corrective actions.

Warranty Approval and Financial Management

• Conduct warranty approval technical review — validate the engineering basis of each claim (failure mode, applicable tolerances, service conditions) up to the regional approval threshold before financial approval is authorized.
• Coordinate credit note issuance with Order Management once technical validation is complete.

Business Line Engagement and Product Improvement

• Advise Business Lines on design and product improvements arising from recurring failure patterns, translating field/claim evidence into actionable engineering input for product redesign.
• Contribute to regional and global initiatives to reduce COPQ, warranty lead time, and CAPA aging.

Stakeholder Management and Training

• Lead and conduct regular claim review meetings with BA, MA, and Supply Chain to improve process visibility and elevate cases beyond regional authority.
• Train and support Market Areas and Distributors on CRM (Salesforce) and SAP QM usage for claim documentation.

Compliance and Quality Management System

• Apply and promote Trinorma Quality Management System principles (ISO 9001, ISO 14001, ISO 45001).
• Acknowledge and comply with Quality, Safety, Occupational Health, and Environmental standards in accordance with internal documentation, legal requirements, and Organizational requirements.

Who You Are

• Professional degree. Mechanical, Industrial, Materials Engineering, or related technical discipline.
• Experience in quality engineering, failure analysis, or root cause investigation in an industrial/manufacturing environment.
• Training (Expected Knowledge):
• Hands‑on experience interpreting material and dimensional evidence (metallurgy, rubber/PU degradation, welding, fastener failure) to support root cause conclusions.
• Solid working knowledge of Trinorma Quality Management Systems (ISO 9001, ISO 14001, ISO 45001), CAPA processes, 8D methodology, and structured RCA techniques.
• Working knowledge of mining grinding/milling processes (SAG, ball mills, crushe