WARRANTY & CLAIM SENIOR EXECUTIVE - CUSTOMER SUPPORT

Safran Electronics & Defense Services Asia Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology firm located in Singapore seeks an experienced Warranty Claims Manager to oversee warranty claims processes, manage OEM cost recovery, and handle customer penalty claims. The ideal candidate will have at least 7 years of relevant experience, strong analytical skills, and proficiency in CRM or warranty management software. Excellent communication and problem-solving abilities are also essential for ensuring customer satisfaction and effective resolution of claims.

Qualifications

• Minimum of 7 years of experience in warranty management or related roles.
• Previous experience in managing OEM warranty cost recovery is preferred.
• Knowledge of warranty terms and product defect analysis is essential.

Responsibilities

• Manage and monitor the end-to-end process of warranty claims.
• Review OEM warranty agreements for potential cost recovery.
• Negotiate with OEMs over warranty claims and cost reimbursements.
• Manage penalty claims from customers due to warranty-related issues.
• Develop a process for documenting claims’ status and value.

Skills

Strong communication skills

Analytical skills

Problem-solving ability

Proficiency in Microsoft Office Suite

Attention to detail

Strong organization skills

Education

Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, or a related field

Tools

CRM or warranty management software

Job description

Warranty Claims Management

• Manage and monitor the end-to-end process of warranty claims, from receipt of claim or raise of claim through customer portal through resolution
• Analyze warranty claims and data to determine their accuracy and validity, ensure compliance with company policies and legal requirements, and manage warranty databases to maintain accurate records
• Administrate APAC customers’s warranty claims across Safran Electronics & Defense’s aftermarket organization

OEM Warranty Cost Recovery

• Review OEM warranty agreements to determine if costs related to warranty claims can be charged back to the OEM
• Work with legal and finance departments to assess the recoverability of warranty expenses based on OEM agreements
• Coordinate with OEMs to secure reimbursements for warranty-related costs, including parts, labor, and shipping
• Negotiate with OEMs when disputes arise over warranty claims and cost reimbursement

Shop Penalty Claims from Customers

• Manage penalty claims from customers due to warranty-related issues (e.g., delays, defects)
• Review customer contracts and agreements to determine if penalties are valid based on agreed terms and conditions
• Work with the Finance and Legal departments to assess the financial impact of customer penalty claims, issue credit notes, and ensure they are appropriately addressed
• Negotiate and resolve penalty claims with customers, ensuring fair resolution while minimizing the company’s exposure to financial liabilities
• Identify opportunities and negotiation tactics to support the Customer Support & Services Managers
• Communicate with customers regarding penalty claim statuses, resolution timelines, and any corrective actions being taken to prevent future occurrences
• Ensure customer satisfaction is maintained throughout the penalty claim process while safeguarding the company’s interests

Claims Processing & Documentation

• Develop a process for documenting claims’ status and value
• Maintain accurate records of all claims and customer interactions
• Prepare and submit regular reports on claim trends, product performance, and warranty statistics to senior management and Sales support team
• Suggest improvements to reduce claim frequency and enhance customer satisfaction
• Establish and implement warranty-related policies, processand procedures with other regional Warranty and Claim executives peers to ensure seamless operation

Job Requirements

Education / Experience

• Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, or a related field (preferred)
• Minimum of 7 years of experience in warranty management, claims processing, customer service, or related roles
• Previous experience in managing OEM warranty cost recovery and shop penalty claims from customers is highly preferred
• Experience working with OEM agreements, penalty clauses, and financial negotiations
• Knowledge of warranty terms, insurance claims, penalty clauses, and product defect analysis

Skills and Abilities Leadership skills / Management skills / Personal skills

• Strong communication skills, both written and verbal, with the ability to explain complex information in a clear, customer-friendly manner
• Analytical skills to assess claims, track trends, and identify root causes of issues
• Problem‑solving ability to manage complex claims, penalty disputes, and resolve issues effectively
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and experience with CRM or warranty management software
• High attention to detail and ability to manage multiple tasks simultaneously in a fast‑paced environment
• Ability to work with various cultures, teams and functions across time zones
• Strong organization skills and ability to prioritize workload effectively