Role overview and responsibilities:

　　• Maintain and optimize customer claim resolution time by involving stakeholders at the supply and demand site.

　　• Act as owner of the claim trackers and reports quality and claim dashboard on monthly basis.

　　• Register, review and manage customer claims of Eaton products and systems such as Power Distribution, Medium Voltage - Bussmann series, Ulusoy Product Families (logistics, commercial and defect) and Power Quality (logistics and commercial).

　　• Act as focal point of contact with the customer to resolve the claims and dispute at the best Eaton interest and customer satisfaction.

　　• Act as EHS Coordinator for internal and external training.

　　• Report the related quality metric on monthly basis, claim numbers etc.

　　• Look after the replacement deliveries in line with full value chain; order handling, release order in SAP, coordinate logistics until material delivered to the customers and update customer accordingly.

　　• Review of the registered claims - documentation, warranty, reports.

　　• Register the claim with concerned party - Eaton plants, 3rd part suppliers, insurance provider, logistics providers, internal teams such as logistics, project management, order management, pricing, product management, warehouse.

　　• Liaise between plants, suppliers, technical teams and customers to close the claim.

　　• Book and execute replacement orders.

　　• Prepare the dashboards and reporting for quality slide.

　　• Arrange regular calls with high priority customers/projects.

　　• Coordination of defective units to the plant for analysis.

　　• Participate in the technical evaluation discussion to make appropriate decision - replace or reject.

　　• Attend internal meeting and business review and suggest actions in line with business focus and strategy.

　　• Act as agent of the sales team to satisfy the customers in line with the agreed sales T&Cs.

　　• Participate in the time optimization projects to improve the claim closure time.

　　• Negotiate with customer to shorten the delivery time of defective items for root cause analysis.

　　• Follow up with respective teams in plant for root cause analysis reports.

　　• Handle after sales requests such as repair of out of warranty units.

　　• Set the priorities with suppliers to deliver the replacement material at the earliest possible.

　　Qualifications:

　　• At least 6 years of applied experience in a similar role.

　　• Ideally with Electrical engineering exposure.

　　• ERP skills - Material Management is a must.

　　• EHS knowhow is nice to have.

　　• Expertise with Order management and order execution.

　　• Proficient with Microsoft Office suite.

　　• Very good with Communication skills, ability to coordinate with different stakeholders, analysis and problem solving.

　　• Leadership - ability to inspire communicate effectively and coordinate without direct authority.

　　• Fluent with English and Arabic.

　　We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.

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