Celeros Flow Technology
Customer Concern / Warranty Resolution Lead
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Customer Concern / Warranty Resolution Lead
About Celeros Flow Technology
For over 140 years, our products have helped ensure the safe, reliable operations of key industries. With a passion for precision and partnership, Celeros Flow Technology continues its heritage of high performance and dependability, providing mission-critical, sustainable flow control solutions for global customers.
We seek talented professionals to join our world-class team of innovators in a global, collaborative, & multicultural environment where you will be challenged, supported, and inspired to excel.
General Summary
The Customer Concern / Warranty Resolution Lead will:
- Focus on customer satisfaction
- Coordinate company responses to concerns
- Proactively introduce customer awareness across all business levels
- Work within company policies and procedures
- Drive satisfactory resolutions for customer concerns
Key Responsibilities
- Promote continuous improvement and preventative culture
- Drive customer satisfaction through timely resolutions and feedback retrieval
- Manage customer relationships and shape the company’s external image
- Collaborate with internal departments to resolve product and service quality issues, providing guidance on Quality & Warranty matters
- Monitor financial reviews and implement improvements based on Cost of Poor Quality (CoPQ) data (Warranty, Liquidated Damages, Goodwill)
- Work with the Quality team & process improvement group to drive enhancements across Internal & External teams
- Support incident investigations (product/service-related), ensuring lessons learned are implemented
- Develop and track Key Performance Measures (KPIs) to improve customer satisfaction for Celeros Cathcart product lines
- Generate weekly/monthly KPI reports on concern trends
- Drive and promote the Non-Conforming Process (NCR) for handling defective products
- Benchmark with global Celeros locations to standardise resolution processes
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Delegated Responsibilities
- Track open/closed concerns (monthly)
- Record financial impacts of resolving customer concerns (monthly)
- Measure net benefit from claim defences, upsells, recoveries, and opportunities (monthly)
- Propose and report improvement initiatives (monthly)
- Demonstrate progress and achievements (monthly)
- Categorise claim severities and ensure timely resolutions (monthly)
- Lead cross-functional claims resolution teams (weekly)
- Ensure full compliance with annual Quality goals
Requirements
Essential
- Significant experience in customer service, warranty resolution, or quality assurance
- Awareness of ISO 9001:2015
- Proficiency in risk management & Root Cause Failure Analysis
- High-level computer proficiency (e.g., MS Office, PowerPoint, reporting tools)
- Strong project management & improvement initiative skills (development & delivery)
- Ability to manage customer relations with deep product knowledge of CUP Celeros-branded solutions
- Data analysis & reporting expertise (visualisation & KPI tracking)
- Experience supporting Internal & External audits
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Company Policy
- Valid right-to-work status is mandatory for application
Physical & Working Conditions
- Daily: Standing, sitting, walking, talking, typing, computer work
- Occassionally: Stooping, kneeling, lifting moderate objects (up to 12 kg)
- Occasionally: Business travel (Duty travel may require extended sitting in cars/plane)
Reasonable accommodations for individuals with disabilities will be provided.
Benefits
✅ Competitive salary ✅ Career development opportunities ✅ Annual bonus ✅ 33 days holiday (incl. bank holidays) + holiday buy/sell ✅ Pension scheme ✅ Life insurance ✅ Employee Assistance Program (EAP) ✅ Digital wellness benefits (Health, Wealth, & Lifestyle)
Our Values
Integrity
We lead safely, respect our team, partners, and the environment.
Speed
Energy and urgency drive our mission—delivering mission-critical flow solutions.
Accountability
We deliver on our promises and stand behind our actions.
Partnership
We collaborate with teams & customers for shared success.
** Excellence**
Passionate about engineering, manufacturing, and maintaining mission-critical equipment.
Quality Commitment
At Celeros, every employee is responsible for preventing non-conformities in products, processes, and quality systems. Reports or recommendations on concerns must be addressed systematically.
Celeros Flow Technology is an equal opportunity employer.
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