Process Owner, Customer Claim and Technical Support

2 weeks ago

Brookfield, United States Metso Outotec Full time

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
Actively support customer experience development

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 e

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