Customer Claim Quality Engineer

Primary Location: Irapuato, GUA, MX

Our world depends on rocks, minerals, metals and other raw materials – the building blocks of modern society. As an industry leader, Metso helps transform these essential materials to enable sustainable modern life.

Our solutions and services support everything from renewable energy and electrification to the infrastructure and digital economy shaping our future. Together, we help our customers meet growing demand while driving the industry toward a more sustainable use of the earth’s natural resources.

Join nearly 18,000 Metsonites worldwide, each bringing unique expertise and experience to positive change. At Metso, you’re supported by a growth culture built on safety, wellbeing, inclusion and collaboration.

This is your opportunity to make an impact and rise above the possible.

Job posting end date: 11/22/2026

Introduction

We arelookingfor aCustomer Claim Quality Engineerto join ourQuality Area. In this role, you management of customer claims across the region contributing The role combines quality engineering rigor) with claim coordination excellence, and advises Business Lines on design improvements arising from recurring failure patterns. You will report to theHead of NCA Quality, Consumables.

This role is based in Irapuato, Guanajuato.

Team you belong to

You will join a team of quality engineering and customer claims management professionals dedicated to ensuring technical excellence in customer claim resolution and continuous quality improvement across the South America region. We are currently working on customer claim investigations, root cause analysis, CAPA implementation, warranty management,



and regional quality improvement initiatives aimed at reducing recurring failures and improving product performance.

We collaborate closely with internal and external stakeholders, such as Business Lines, Engineering, Supply Chain sites, Manufacturing Plants, Foundries, Procurement, Market Areas, Distributors, and General Order Management teams. Our team culture is all about technical rigor, collaboration, accountability, customer focus, continuous improvement, and knowledge sharing. The members of our team are located across various locations throughout the South America region, including Chile, Peru, and Brazil.

What you'll do

- Lead the end-to-end technical management of customer claims across the South America region, from claim intake through root cause analysis, CAPA implementation, and case closure.
- Perform technical failure investigations using dimensional, material, and metallurgical evidence to identify failure modes and validate root causes in collaboration with Plant Engineering teams.
- Own and drive Root Cause Analysis (RCA) activities utilizing structured methodologies such as 8D, Ishikawa, and 5-Why, ensuring robust corrective and preventive actions are implemented.
- Manage the execution and follow-up of CAPA actions, monitoring progress, ensuring SLA compliance, and verifying effectiveness before case closure.
- Conduct technical reviews of warranty claims,



validating engineering justification and failure analysis before financial approval is granted.
- Partner with Business Lines, Engineering, Manufacturing, Supply Chain, and Market Areas to identify recurring failure patterns and translate field findings into product and process improvements.
- Lead regular claim review meetings, provide technical guidance to stakeholders, and escalation critical quality issues when necessary.
- Train and support Market Areas and Distributors on customer claim documentation, quality processes, and the effective use of Salesforce CRM and SAP QM systems.

What you’ll bring

- Bachelor's degree in Mechanical Engineering, Industrial Engineering, Materials Engineering, or a related technical discipline.
- Experience in quality engineering, failure analysis, root cause investigations, or customer claim management within industrial or manufacturing environments.
- Strong knowledge of Root Cause Analysis methodologies, including 8D, Ishikawa, 5-Why, and CAPA processes.
- Hands‑on experience interpreting metallurgical, dimensional, welding, rubber/PU, or fastener failure evidence to support technical conclusions.
- Working knowledge of Quality Management Systems and international standards, including ISO 9001, ISO 14001, and ISO 45001.
- Experience working with SAP (QM/SD/MM), Salesforce CRM, Power BI, and Microsoft Office tools.
- Strong communication, stakeholder management, and cross‑functional collaboration skills, with the ability to translate technical findings into customer‑facing communication.
- Nice to have: Working knowledge of mining comminution processes, such as SAG m

📌 Customer Claim Quality Engineer (México)
🏢 Metso
📍 México