Senior Manager, Customer Claims Handling

Senior Manager, Customer Claims Handling Job Details | Danfoss

We use cookies to offer you the best possible website experience. Your cookie preferences will be stored in your browser's local storage. This includes cookies necessary for the website's operation. Additionally, you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve the website's performance, as well as cookies used to display content tailored to your interests. Your experience of the site and the services we are able to offer may be impacted if you do not accept all cookies.

Modify Cookie Preferences

Reject All Cookies Accept All Cookies

Skip to main content

• Search Jobs

• Professionals

• Finance, HR & Administration

• Research & Development, Engineering, IT

• Sales, Communications & Marketing

• Supply Chain, Procurement & Quality

• Production & Operations

• Early Talent

• Internships, Student Jobs & Thesis Collaboration

• Postgraduate Program

• Talent Communities

• Life at Danfoss

Language

• Dansk (Danmark)
• Deutsch (Deutschland)
• English (United Kingdom)
• Español (España)
• Français (France)
• Polski (Polska)
• ()
• Slovencina (Slovak)
• (Chinese Simplified)

View profile

Employee Login

• Search Jobs

• Professionals

• Finance, HR & Administration

• Research & Development, Engineering, IT

• Sales, Communications & Marketing

• Supply Chain, Procurement & Quality

• Production & Operations

• Early Talent

• Internships, Student Jobs & Thesis Collaboration

• Postgraduate Program

• Talent Communities

• Life at Danfoss

Language

• Dansk (Danmark)
• Deutsch (Deutschland)
• English (United Kingdom)
• Español (España)
• Français (France)
• Polski (Polska)
• ()
• Slovencina (Slovak)
• (Chinese Simplified)

View profile

Employee Login

Language

• Dansk (Danmark)
• Deutsch (Deutschland)
• English (United Kingdom)
• Español (España)
• Français (France)
• Polski (Polska)
• ()
• Slovencina (Slovak)
• (Chinese Simplified)

View profile

Employee Login

• Job Search

• Professionals

• Finance, HR & Administration

• Research & Development, Engineering, IT

• Sales, Communications & Marketing

• Supply Chain, Procurement & Quality

• Production & Operations

• Early Talent

• Internships, Student Jobs & Master Thesis Collaboration

• Postgraduate Program

• Talent Communities

• Life at Danfoss

Search Jobs

Job Description

Req ID: 50385

Job Location: Utica, NY, US

Employment Type: Full Time

Segment: Danfoss Power Solutions Segment

Job Category: Quality and Environment, Health and Safety (EHS)

Work Location Type: On-site

Job Title: Senior Manager, Customer Claims Handling

The Impact You'll Make

The Manager, Customer Claims Handling leads the global or regional customer-claim management function and is accountable for a consistent, timely, and customer-focused claims process from initial receipt through formal closure. The role ensures every claim has a clearly assigned case owner, an appropriate severity classification, an agreed communication cadence, complete documentation, and coordinated input from Field Service Engineering, Site Quality, Engineering, Operations, Supply Chain, Sales, and other stakeholders.

This role owns the claims-management process and the quality of customer-facing communication. It does not own technical root cause, corrective-action implementation, product disposition, design changes, manufacturing changes, or commercial settlement decisions. The position is based at our Utica, New York manufacutring and distribution site, supporting our rapidly growning Data Center Business Unit.

What You'll Be Doing

• Lead, coach, develop, and resource the CCH team; establish workload priorities, coverage models, performance expectations, and succession plans.
• Define and maintain standard work for complaint intake, claim validation, severity classification, ownership assignment, response timing, escalation, documentation, 8D coordination, and customer closure.
• Review high-risk, high-value, safety-related, repeat, executive-escalated, or strategically significant claims and ensure the response plan is proportionate to risk.
• Ensure customers receive timely, accurate, audience-appropriate updates that clearly distinguish verified facts, working hypotheses, containment actions, and pending analysis.
• Ensure Site Quality owns internal containment, root cause, and corrective action; FSE owns field evidence; and Global Quality provides governance and systemic escalation.
• Review customer-facing 8D reports and other formal responses for completeness, consistency, clarity, evidence, and alignment before submission.
• Escalate missed commitments, inadequate containment, incomplete technical responses, recurring failures, potential systemic risk, and major customer dissatisfaction to the appropriate leaders.
• Maintain dashboards for claim acknowledgment, response timeliness, aging, overdue actions, closure cycle time, recurrence, and customer-response quality.
• Ensure accurate case records, consistent coding, traceable decisions, attachment control, and reliable data in the designated complaint-management system.
• Lead, coach, develop, and resource the CCH team; establish workload priorities, coverage models, performance expectations, and succession plans.
• Owns internal containment, product/process investigation, root-cause determination, corrective-action implementation, effectiveness verification, and site QMS execution.
• Define and maintain standard work for complaint intake, claim validation, severity classification, ownership assignment, response timing, escalation, documentation, 8D coordination, and customer closure.
• Review high-risk, high-value, safety-related, repeat, executive-escalated, or strategically significant claims and ensure the response plan is proportionate to risk.
• Ensure customers receive timely, accurate, audience-appropriate updates that clearly distinguish verified facts, working hypotheses, containment actions, and pending analysis.
• Review customer-facing 8D reports and other formal responses for completeness, consistency, clarity, evidence, and alignment before submission.
• Escalate missed commitments, inadequate containment, incomplete technical responses, recurring failures, potential systemic risk, and major customer dissatisfaction to the appropriate leaders.

What We're Looking For

Qualifications

• Bachelor's degree in engineering, quality, operations, business, or a related field; equivalent relevant experience may be considered.
• Typically seven or more years of experience in customer quality, claims handling, manufacturing quality, technical service, operations, or a related industrial environment.
• Typically three or more years of people-leadership, team-leadership, or significant cross-functional program-leadership experience.
• Demonstrated experience managing complex customer escalations and coordinating technical responses across multiple functions and sites.
• Experience working in a global, matrixed, and customer-facing organization is strongly preferred.

Technical Requirements

• Working knowledge of 8D, structured problem solving, CAPA, containment, root-cause methods, and corrective-action verification.
• Strong understanding of complaint-management workflows, quality records, escalation controls, and customer-specific response requirements.
• Ability to interpret technical findings and convert them into clear, accurate, and appropriately qualified customer communication.
• Proficiency with quality-management systems, complaint databases, ERP/CRM tools, reporting platforms, and standard office applications.
• Working knowledge of ISO 9001 and other applicable customer, industry, contractual, or regulatory quality requirements.

What You'll Get from Us

• We promote from within and support your learning with mentoring, training, and access to global opportunities.
• You'll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
• We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
• You'll receive benefits annual bonus, paid vacation, retirement plan, personal insurance, and more. These vary by country and contract, but they're worth asking about-we think they're pretty great.
• The targeted salary range for this position is $120,000 - $140,000 annually based on experience.

Ready to Make a Difference?

If this role excites you, we'd love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.

Information at a Glance

Apply now

• Privacy policy
• Danfoss Job Portal Terms
• Cookies
• FAQ
• Glassdoor
• Opens in a new tab.
• Opens in a new tab.
• Opens in a new tab.
• Opens in a new tab.
• Opens in a new tab.

×

Cookie Consent Manager

When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

Required Cookies

These cookies are required to use this website and can't be turned off.

Required Cookies

Show More Details

Required Cookies Provider Description Enabled SAP as service provider

We use the following session cookies, which are all required to enable the website to function:

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data centre
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Cookies from provider SAPasserviceprovider are required and cannot be turned off

Functional Cookies

These cookies provide a better customer experience on this site, such as by remembering your login details, optimising video performance or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies.

Consent to all Functional Cookies

Show More Details

Functional Cookies Provider Description Enabled YouTube

YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos.

Cookie Policy

Privacy Policy

Terms and Conditions

Consent to cookies from provider YouTube

Advertising Cookies

These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies.

Consent to all Advertising Cookies

Show More Details

Advertising Cookies Provider Description Enabled Google Analytics

Google Analytics is a web analytics service offered by Google that tracks and reports website traffic.

Cookie Information

Privacy Policy

Terms and Conditions

Consent to cookies from provider GoogleAnalytics

Google Tag Manager

Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing and more.

Privacy Policy

Terms and Conditions

Consent to cookies from provider GoogleTagManager

LinkedIn

LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn.

Cookie Policy

Cookie Table

Privacy Policy

Terms and Conditions

Consent to cookies from provider LinkedIn

AddThis

Google Analytics is a web analytics service offered by Google that tracks and reports website traffic.

Cookie Information

Privacy Policy

Terms and Conditions

Consent to cookies from provider AddThis

Confirm My Choices

Reject All Cookies Accept All Cookies