External Claim Manager

1.     Position Summary:

The External Claims manager owns the end-to-end customer claims and failure analysis process for Manuli, Ryco, and Techmaflex products across the Americas. This role combines hands-on technical investigation, first-level failure analysis oversight, and customer-facing root cause leadership into a single accountable position.

2.     Roles and Responsibilities:

Claims Ownership & Customer Interface

•       Own customer and internal quality claims from receipt through closure.

•       Act as the primary technical interface with customers, including OEM and multinational accounts.

•       Lead customer communications related to failure analysis, corrective actions, and preventive actions.

•       Conduct on-site customer visits to validate product application, installation practices, and operating conditions.

Technical Analysis & Investigation Leadership

•       Oversee First-Level Investigation (FLI) performed by CTS Technicians.

•       Perform advanced technical analysis of returned components.

•       Validate sample handling, documentation, and evidence integrity.

•       Coordinate testing requirements with plants and technical centers

Root Cause & Corrective Action Leadership

•       Lead structured Root Cause Analysis (8D).

•       Validate root causes and corrective actions.

•       Escalate systemic issues and recommend preventive measures.

Systems, Metrics & Continuous Improvement

•       Maintain claims data, KPIs, and timelines in HDQ.

•       Analyze trends and support ISO 9001 audits.

3.     Qualifications & Skills:

Required:

•       Bachelor’s degree in Mechanical Engineering or equivalent.

•       3+ years in quality or failure analysis roles.

•       Experience leading 8D RCA.

•       Knowledge of hydraulic systems and hose construction.

•       Strong technical writing skills.

•       Fluent in Spanish (spoken and written).

•       Valid passport with ability to travel throughout North and South America.

Preferred:

•       Hose, hydraulic, or fluid power industry experience.

•       Multinational customer exposure.