Product Quality Case Manager

Uponor is rethinking water for future generations. Our offering, including safe drinking water delivery, energy-efficient radiant heating and cooling and reliable infrastructure, enables a more sustainable living environment. We help our customers in residential and commercial construction, municipalities, and utilities, as well as different industries to work faster and smarter.

As a Product Quality Case Manager, you will be responsible for the process and deliverables associated with warranty claims by coordinating a multi-faceted team regarding technical and logistically complex projects and field cases for both Commercial and Residential applications.  This role is considered an On-Site role with future hybrid flexibility. The ideal candidate will be located in the Minneapolis/St. Paul area with periodic onsite work at our North American manufacturing headquarters in Apple Valley, MN

What will you do?

• Responsible for the successful technical project management and resolution of warranty cases for PQG by coordinating necessary lab, design and field actions, including but not limited to: onsite inspections, and retrofit operations.
• Act as a key liaison between PQG workstreams (including Lab, Design, and Field engineering) and Warranty, to ensure effective communication, process deliverables and technical recommendations, while necessary cases are being properly escalated for review and approval.
• Effectively communicate using appropriate methods to team and customer on technical-related recommendations for risk avoidance and remedial actions. Provides deliverables package to internal and external customers, documenting all communication and project information in case file system(s).
• Oversee all respective technical case management processes and their effectiveness/efficiency for all tiers of product returns, while leading case managers and design technicians to meet established goals for claim resolution.
• Provide direct support to the Product Quality Engineering Supervisor by acting as a key liaison between the lab, field team, & design technicians to ensure effective communication, process deliverables and standards are achieved, while necessary cases are being properly escalated for review and approval.
• Coordinate and monitor case management day to day operations to ensure internal and external customers’ needs are met, while consistently reviewing deliverables and work of case team. Assists with case prioritization, escalation and scheduling daily/weekly workflow.
• Recommend changes in policies or procedures to develop best in class process and tools in alignment with PQG’s KPIs and Uponor’s strategy associated with claims resolution.
• Provide group case management process training for existing and new members.
• Coordinate activities regularly with PQG, Warranty, Sales and external consultants regarding failure and root cause analysis evaluations. Effectively communicates to team and upper management case and product performance learnings to aid in relevant corrective actions for product, service, and process improvement.
• When required, participate in onsite inspections for higher-risk, claims.
• Develop detailed written reports, customer memos or presentations, inspection briefings and management presentations as needed.
• Support the warranty team in responding to customer questions, warranty claim determination disagreements (kickback’s) and customer calls to explain the basis of Uponor’s technical opinions.
• Seeks out opportunities to contribute to the business success through proactive involvement in team initiatives.

What will you need?

• Bachelor's Degree (B.S.)  in engineering or relevant technical discipline with a minimum of 5+ years of experience.
• Exceptional problem-solving skills with strong, demonstrated attention to detail. Ability to manage complex, multi-faceted problems using various problem-solving techniques. Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Direct experience dealing with difficult or emotional customer situations.
• Excellent leadership and interpersonal communication skills with the ability to effectively, persuasively, and tactfully interact with clients and employees at all levels of the organization, with ability