Customer Claim Quality Engineer

Outotec; Irapuato; On-site; MXN 420,000 - 620,000; Full time

Benefits offered by this job

Competitive benefits plan

Healthy living rewards

Annual leave starting at 15 days

Engagement surveys

Global incentive program

Job summary

Metso in Irapuato, MX is seeking a Customer Claim Quality Engineer to manage regional customer claims with a focus on RCA and CAPA. You will work with Plant Engineering to analyze failures, conduct metallurgical evaluations, and drive improvements.

You will coordinate with Business Lines, Engineering and Supply Chain to translate findings into product/process enhancements and mentor teams on quality processes and SAP/Salesforce usage.

Qualifications

• Bachelor-level technical degree in mechanical/industrial/materials engineering.
• Experience in quality engineering and customer claim management in industrial settings.
• Familiar with RCA methods (8D, Ishikawa, 5-Why) and CAPA processes.

Responsibilities

• Lead end-to-end technical management of claims across SA region from intake to closure.
• Perform failure investigations with metallurgical evidence and coordinate with Plant Engineering.
• Drive RCA activities (8D/Ishikawa/5-Why) and implement robust CAPAs.
• Oversee CAPA actions, monitor SLA, verify effectiveness before closure.
• Review warranty claims with engineering justification before financial approval.
• Collaborate with Business Lines, Engineering, Manufacturing, Supply Chain and Market Areas.
• Lead claim review meetings and provide technical guidance to stakeholders.
• Train Market Areas and Distributors on claim documentation and Salesforce/SAP QM use.

Skills

Quality engineering

Failure analysis

Root cause investigations

Customer claim management

8D

Ishikawa

5-Why

CAPA processes

SAP QM/SD/MM

Salesforce CRM

Power BI

Microsoft Office

Education

Bachelor's degree in Mechanical Engineering

Bachelor's degree in Industrial Engineering

Bachelor's degree in Materials Engineering

Tools

SAP QM/SD/MM

Salesforce CRM

Power BI

Microsoft Office

Job description

Customer Claim Quality Engineer

Primary Location: Irapuato, GUA, MX

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: 11/22/2026

Introduction

We arelookingfor aCustomer Claim Quality Engineerto join ourQuality Area. In this role, you management of customer claims across the region contributing The role combines quality engineering rigor) with claim coordination excellence, and advises Business Lines on design improvements arising from recurring failure patterns. You will report to theHead of NCA Quality, Consumables.

This role is based in Irapuato, Guanajuato.

Team you belong to

You will join a team of quality engineering and customer claims management professionals dedicated to ensuring technical excellence in customer claim resolution and continuous quality improvement across the South America region. We are currently working on customer claim investigations, root cause analysis, CAPA implementation, warranty management, and regional quality improvement initiatives aimed at reducing recurring failures and improving product performance.

We collaborate closely with internal and external stakeholders, such as Business Lines, Engineering, Supply Chain sites, Manufacturing Plants, Foundries, Procurement, Market Areas, Distributors, and Global Order Management teams. Our team culture is all about technical rigor, collaboration, accountability, customer focus, continuous improvement, and knowledge sharing. The members of our team are located across various locations throughout the South America region, including Chile, Peru, and Brazil.

What you'll do

• Lead the end-to-end technical management of customer claims across the South America region, from claim intake through root cause analysis, CAPA implementation, and case closure.
• Perform technical failure investigations using dimensional, material, and metallurgical evidence to identify failure modes and validate root causes in collaboration with Plant Engineering teams.
• Own and drive Root Cause Analysis (RCA) activities utilizing structured methodologies such as 8D, Ishikawa, and 5-Why, ensuring robust corrective and preventive actions are implemented.
• Manage the execution and follow-up of CAPA actions, monitoring progress, ensuring SLA compliance, and verifying effectiveness before case closure.
• Conduct technical reviews of warranty claims, validating engineering justification and failure analysis before financial approval is granted.
• Partner with Business Lines, Engineering, Manufacturing, Supply Chain, and Market Areas to identify recurring failure patterns and translate field findings into product and process improvements.
• Lead regular claim review meetings, provide technical guidance to stakeholders, and escalation critical quality issues when necessary.
• Train and support Market Areas and Distributors on customer claim documentation, quality processes, and the effective use of Salesforce CRM and SAP QM systems.

What you’ll bring

• Bachelor's degree in Mechanical Engineering, Industrial Engineering, Materials Engineering, or a related technical discipline.
• Experience in quality engineering, failure analysis, root cause investigations, or customer claim management within industrial or manufacturing environments.
• Strong knowledge of Root Cause Analysis methodologies, including 8D, Ishikawa, 5-Why, and CAPA processes.
• Hands‑on experience interpreting metallurgical, dimensional, welding, rubber/PU, or fastener failure evidence to support technical conclusions.
• Working knowledge of Quality Management Systems and international standards, including ISO 9001, ISO 14001, and ISO 45001.
• Experience working with SAP (QM/SD/MM), Salesforce CRM, Power BI, and Microsoft Office tools.
• Strong communication, stakeholder management, and cross‑functional collaboration skills, with the ability to translate technical findings into customer‑facing communication.
• Nice to have: Working knowledge of mining comminution processes, such as SAG mills, ball mills, crushers, and related operational environments.

What’s in it for you

At Metso, you will combine meaningful work with opportunities to learn, grow, and make an impact in a supportive and inclusive environment. You’ll be part of a global team where collaboration, wellbeing, and continuous learning are part of everyday work.

We support your growth and wellbeing by offering:

• Purpose‑led work: Contribute to enabling sustainable modern life and transforming the industry.
• Wellbeing: Access to occupational healthcare, wellbeing programs, and supportive services.
• Rewards: Competitive compensation and a global incentive program tied to business and performance targets.
• Flexibility: Hybrid working possibilities to support balance and productivity.
• Growth: Learning opportunities, mentoring, internal mobility, and global collaboration.
• Culture: A caring, collaborative, and inclusive workplace committed to helping you thrive.

When joining Metso in Mexico

• Competitive benefits plan
• Healthy living rewards
• Annual leave starting at 15 days per calendar year
• Engagement surveys
• Global incentive program tied to business and performance targets

Metso is committed to pay equity and transparent reward practices globally. Compensation information is shared in line with local legislation and applicable recruitment practices.

Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.

Metso is a frontrunner in sustainable technologies, end‑to‑end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers’ energy and water efficiency, increase their productivity, and reduce environmental risks with our product and service expertise. We are the partner for positive change.

Metso is headquartered in Espoo, Finland. At the end of 2025 Metso had close to 18,000 employees in around 50 countries, and sales in 2025 were about EUR 5.3 billion. Metso is listed on the Nasdaq Helsinki.