Customer Claims & Product Improvement Manager (m/w/d)

DIOSNA: Quality, design and innovation since 1885.

The name DIOSNA stands for expertise and reliability. With our machines for the food and pharmaceutical industries, we are a strong partner for our customers and one of the world's leading suppliers.

We are looking for a Customer Claims & Product Improvement Manager (m/w/d) .

This role oversees the investigation and resolution of customer claims related to our products and services, and drives continuous‑improvement initiatives to enhance product safety and quality across multiple brands. It ensures product requirements and regulatory standards are fully met, leveraging customer claims to identify root causes, reduce risks, and lower costs. The manager collaborates with cross‑functional teams to address product issues, implement corrective and preventive actions, and foster ongoing improvements that support customer satisfaction. Effective communication with customers regarding claim status, resolutions and preventive measures is a vital aspect of this role.

Key Responsibilities

• Investigate customer claims and product issues, analyzing complaint data to identify trends, root causes and opportunities for improvement.
• Communicate proactively and clearly with customers regarding claim status, investigation outcomes and resolution steps to ensure high customer satisfaction.
• Collaborate with engineering, sales, production, quality control and legal teams to resolve claims effectively.
• Use customer claims and related investigations as a basis for refining product requirements and ensuring adherence to applicable laws and standards.
• Focus on reducing risk and costs for the company by implementing corrective and preventive actions, optimizing processes and preventing recurrence of issues.
• Develop policies and procedures to mitigate future claims, lead root‑cause analyses and drive improvement initiatives.
• Monitor relevant regulatory changes, interpret regional and local requirements and maintain documentation for audits and inspections.
• Stay informed about evolving regulations and industry best practices to foster continuous improvement in product safety, quality and compliance.
• Provide regular reports on claims trends, investigation outcomes, risk assessments and cost‑saving initiatives to management.

Basic Qualifications

• Bachelor’s degree in Engineering, Management or a related field.
• Proven experience in claims management, ideally in mechanical engineering or machinery industries.
• Strong negotiation, analytical and problem‑solving skills.
• Excellent communication skills in English.
• Ability to work under pressure and manage multiple priorities.
• Strong project management capabilities, with experience in coordinating initiatives effectively.

Preferred Qualifications

• Knowledge of relevant legal and regulatory frameworks.
• Experience working in international or cross‑cultural environments.
• Familiarity with claims management software and digital tools to streamline processes.
• Proven leadership skills, including training, coaching and cross‑departmental collaboration.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management and Manufacturing

Industries

Machinery Manufacturing

Hillenbrand and its affiliates are committed to embedding diversity, equity and inclusion into their internal operations, external business activities and relationships with their numerous partners and stakeholders. We value equal opportunities for all applicants and employees regardless of age, race, color, gender, religion, national origin, disability, sexual orientation, and gender identity. We are an equal‑employment‑opportunity employer that provides opportunities for all job seekers, including those with disabilities.