Customer Service Claims Manager

Location: Hanover (Logistic Ctr), PA, United States

Job ID: 92766

We Elevate... Quality of urban life

Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you'll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. By joining us, you don't just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.

Join us as a

Customer Service Claims Manager

Your main responsibilities

The Customer Service Claims Manager is responsible for ensuring the accurate, timely and efficient

processing of customer claims related to material non-conformities. The Customer Service Claims

Manager acts as the central operational link between Customer Business Units (KGs), internal factories,

supply chain organizations, and external suppliers to ensure fast replacement material delivery while

maintaining high-quality claim data and process compliance.

The Customer Service Claims Manager validates claim information, identifies the responsible supplier,

determines the correct replacement mate rial, coordinates claim clarification activities, and assigns claims

to the appropriate manufacturer. Through effective claim processing and collaboration with suppliers and

field organizations, the Customer Service Claims Manager contributes to reducing customer impact,

improving supply chain reliability, enabling root cause analysis, and supporting continuous improvement

initiatives across Schindlers global claim management process.

Essential Function

• Claim Processing and Validation
• Assess, validate and process customer claims to ensure compliance

with global claim management standards and claim validity criteria.

Verify completeness and accuracy of information including warranty

status, commission number, part identification, supporting evidence

and problem categorization.

• Ensure adherence to global claim handling procedures,

organizational norms, work instructions and service level

requirements while maintaining data integrity and process discipline.

• Supplier and Material Identification
• Identify the original supplier and determine the correct replacement

material by comparing claim information with original purchase

orders and ordering systems, including SHAPE lookup where

applicable. Identify the original supplier and determine the correct

replacement material by comparing claim information with original

purchase orders and ordering systems, including SHAPE lookup

where applicable.

• Claim Clarification and Resolution
• Investigate discrepancies between requested and required

replacement materials. Collaborate with KGCRs, claimants, suppliers

and other stakeholders to obtain missing information and ensure

correct resolution.

• Claim Assignment and Material Replacement Initiation
• Assign validated claims to the appropriate internal factory or external

supplier and initiate replacement material ordering to minimize

customer impact and installation delays.

• Customer and Stakeholder Communication
• Maintain transparent communication with KG Claim Responsibles

(KGCR), claimants and suppliers regarding claim status, requested

actions, replacement material content and escalation needs.

• Claim Data Quality Management
• Ensure claim records are complete, accurate and documented

according to organizational requirements to support claim analysis,

reporting, KPI monitoring and future root cause investigations.

• Supply Chain and Quality Performance Support
• Support claim-related performance targets including Unit Claim Rate

(UCR), On-Time Replacement (OTR), and Cost of Poor Quality

(CoPQ) reduction by enabling timely and accurate claim handling.

• Identify recurring claim patterns, process inefficiencies and quality

issues. Provide feedback to Supply Chain, Quality, Engineering and

Operations organizations to drive corrective actions and continuous

improvement initiatives.

• Support onboarding, training and knowledge transfer activities

related to claim handling processes, claim management tools and

best practices within the supply chain organization.

What you bring

Education

• Bachelors degree in Engineering, Supply Chain Management, Operations Management, Quality

Management or equivalent technical/business discipline.

• Lean Six Sigma Green Belt or equivalent problem-solving certification is an advantage.
• Experience in claims management, order processing or supply chain operations preferred.

Experience

• Minimum of 5-8 years experience in supply chain operations, customer claims management,

quality management, order management, technical support, logistics, or related operational

functions. Proven ability to analyze technical and commercial information and make fact-based

decisions.

Knowledge, Skills and Abilities

• Strong analytical and problem-solving capabilities.
• Understanding of supply chain, logistics and material flow processes.
• Experience with customer claims and non-conformity management.
• Ability to interpret technical product and ordering information.
• Strong stakeholder management and communication skills.
• Data accuracy and process compliance mindset.
• Ability to work in a global matrix organization.
• Customer-focused and solution-oriented approach.
• Continuous improvement mindset.
• Experience working with ERP and claim management systems.

Travel/Physical/Other

• Willingness/ ability to travel up to 20% as required.

What's in it for you?

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
• 3 weeks' vacation which increases with tenure, 7 sick days, 3 floating holidays and 8 Company Observed Holidays.
• Tuition Reimbursement - Eligible after 6 months of service.
• Parental Leave - 100% base pay for 6 consecutive weeks within first year of a child's birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.

We Elevate… Your Career

Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value your diverse skills and perspectives as together we shape the sustainable cities of today and tomorrow.

Don't meet every single requirement? If you're excited about this role but your experience doesn't align perfectly with the qualifications listed in the job description, we encourage you to apply anyway! You may just be the right candidate for this or other roles!

Are you ready to embark on a new journey? Join #TeamSchindler! Our Core Values:

• Safety: Uphold the highest safety standards for all.
• Integrity and Trust: Foster honest, ethical relationships.
• Create Value for the Customer: Deliver innovative, reliable solutions.
• Quality: Ensure excellence in every product and service.
• Commitment to People Development: Nurture our people, they are the heart of our success.

Discover more on our career website.

At Schindler Group we value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health, disability or veteran status.

Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.