Customer Service Specialist (Claims & Warranty - Heavy Machinery)

1. Supervise and manage the process of receiving, investigating, and approving claims for machinery (especially excavators) and spare parts under warranty conditions from start to finish.
2. Define standards and operating procedures for machinery repair/replacement claims (Service) and spare parts warranty claims.
3. Collect, analyze, and interpret all claims data (e.g., causes of failure, frequency, average repair time, claim costs) to identify patterns and recurring issues.
4. Prepare summary reports of claims analysis to present to Management, Sales, and Technical/Engineering departments to improve product quality and after-sales service.
5. Work together with Technical/Engineering/CAT departments to investigate and confirm causes of failure covered under warranty and find solutions.
6. Communicate effectively with customers to clarify claim status, causes, and resolutions.

Qualifications: Bachelor's degree or higher in Engineering (Mechanical, Industrial, Automotive), Business Administration, or related fields. 3+ years of experience in Customer Service, After-Sales Service, or Warranty/Claims Management in the Heavy Machinery industry, such as excavators, loaders, trucks, or large vehicles (will be specially considered). Must have experience in Claims Data Analysis and have an understanding of the working principles and structure of heavy machinery/excavators. Good English communication skills, both speaking and writing (for reporting and coordinating with international manufacturers/suppliers). Proficient in Microsoft Excel and experienced in using CRM or ERP systems related to service management. Possess leadership skills, problem-solving skills, and the ability to make decisions under pressure.