Claims Investigation Leader

With the current ITT Saudi growth, we are seeking an ambitious, highly skilled, and mainly customer focused candidate, to be part of the Aftermarket team in ITT Saudi. The candidate shall be looking at the claims received from customer mainly and will provide further support for the Services business stream in ITT Saudi Aftermarket.

The Claims Investigation Leader’s main objective is to guarantee fair handling of received customer claims, to identify the ones that qualify to be registered under warranty and the ones that customer should cover costs for (those which are not covered by ITT warranty). The candidate is expected to be good at critical thinking and have a high attention to detail. The candidate will be tasked with obtaining better understanding of the situation for all claims based on collecting the facts and reviewing all claim aspects, coordinating with other functions and judging, with fairness, the received claim.

• Ensure proper logging of claims.
• Fair handling of customer claims as described in the “Introduction” section.
• Investigate the claims in customer focused and timely manner, while maintaining the contractual obligations agreed as a main reference.
• Identify Root Cause and provide the customer with RCA, corrective action and preventive action in coordination with other functions in ITT.
• Prepare inspection reports, and coordinate with engineering support to develop the required BOM. Populate the BOM on ERP and ensure procurement team follow the requirements.
• Ensure on-time delivery of material and schedule the activities in ITT workshop in coordination with Aftermarket team.
• Arrange implementation of corrective actions following receipt of required materials including coordination with Field Service team.
• Ensure the claim is closed from both customer and ITT sides.
• Prepare technical and commercial quotes for customer claims, where customer seeks support (non-warranty), and when case is proven out of warranty based on contractual obligations.
• Support Services business stream within Aftermarket department related to upgrades and repairs.
• Ensure on-time delivery of Service support by close monitoring of the project progress and regularly update the customer on same.
• Ensure the execution of the Service jobs is professionally managed within the quoted project budget and ensure that the scope of work is well defined for the planned activities by each department.
• Support Field Service coordination, ensure registration of the utilized days, and segregate whether the days are under warranty or for costed project.

• Interpersonal communication: ability to communicate in respectful manner with coworkers, suppliers and customers.
• Writing skills: ability to professionally formulate and communicate clear reports to the customer.
• Details oriented: ability to read and understand specs, policies, manuals, etc. ensuring relevant details are captured for application during job execution.
• Intelligence: apply basic common-sense judgement and out of the box thinking to solutions.
• Organizing: ability to organize and store data in simple manner to be located swiftly when required.
• Accountable: own the task and ensure right closure.
• Full driving license at home country – Saudi driving license can be obtained upon arrival.
• Hands-on experience and/or site experience and/or engineering experience necessary.