Customer Claim Quality Engineer

About the role

Metso is looking for a Customer Claim Quality Engineer to own the full technical lifecycle of customer claims across the region. The role combines rigorous quality‑engineering analysis with claim coordination, acting as the single‑point interface that drives timely, consistent and technically sound resolutions.

Key responsibilities

• Intake and perform first‑level engineering assessment of customer claim evidence (photos, dimensional reports, lab results).
• Conduct failure analysis using material, dimensional and metallurgical data, collaborating with Plant Engineering to validate root causes.
• Lead root‑cause investigations applying structured methods such as 8D, Ishikawa and 5‑Why.
• Own end‑to‑end CAPA execution: define actions, assign owners, track SLAs and ensure quality before case closure.
• Perform warranty approval technical reviews and coordinate credit‑note issuance with Order Management.
• Capture and disseminate lessons learned across sites and regions to drive design improvements.

Required profile

• Proven experience in technical case management and failure analysis within an industrial environment.
• Strong knowledge of root‑cause analysis methodologies (8D, Ishikawa, 5‑Why) and CAPA processes.
• Ability to work closely with Plant Engineering, Business Lines and Order Management teams.
• Detail‑oriented mindset with a focus on delivering accurate, documented solutions.

Required skills

• Failure analysis (material, dimensional, metallurgical evidence)
• Root‑cause analysis (8D, Ishikawa, 5‑Why)
• CAPA planning and execution
• Warranty technical review
• Interpretation of lab results and dimensional reports
• Knowledge of fastener fracture patterns, weld integrity and rubber/PU compound degradation