Quality Engineer – Customer Claims (CNS)

About the role

Lead end‑to‑end technical management of customer claims for the CNS region, acting as the single quality interface to ensure timely, consistent, and technically sound resolutions.

Key responsibilities

• Own technical case intake, assess evidence (photos, dimensional reports, lab results) and define investigation scope.
• Perform failure analysis using material, dimensional and metallurgical data, collaborating with Plant Engineering to validate root causes.
• Lead root‑cause analysis using structured methods (8D, Ishikawa, 5‑Why) and drive CAPA execution, assigning owners and tracking SLAs.
• Maintain case tracking to ensure proper closure and prevent “ghost cases”.
• Conduct warranty approval reviews and coordinate credit note issuance with Order Management.
• Advise Business Lines on design improvements based on recurring failure patterns.
• Lead claim review meetings with Business Areas, Manufacturing, and Supply Chain and provide training on CRM (Salesforce) and SAP QM.
• Apply Trinorma Quality Management System principles (ISO 9001, ISO 14001, ISO 45001) and ensure compliance with safety and environmental standards.

Required profile

• Proven experience in technical case management of customer claims.
• Strong background in failure analysis, dimensional and metallurgical evaluation.
• Familiarity with CAPA processes and root‑cause methodologies (8D, Ishikawa, 5‑Why).
• Knowledge of ISO 9001, ISO 14001 and ISO 45001 quality standards.
• Ability to work with cross‑functional teams and communicate findings clearly.

Required skills

• Salesforce (CRM) usage for claim documentation.
• SAP QM for quality management.
• Technical analysis of fastener fracture patterns, weld integrity, and polymer degradation.