Senior Claim Officer

Job Description available in English

About BIA

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe, Africa and Asia and has more than 1500 enthusiastic employees.

Summary

At Group level, for a given area (OEMs or locations), and under the supervision of the Claim Manager, this position aims to:

• Perform activities related to Claims and OEM obligations management (Warranty, Field Campaigns, Goodwill, Maintenance contracts, etc. – excluding Quality complaints) and associated processes (Service reports, Components Change Out reports, Commissioning, Parts Return Requests, Stock inspections, etc.), including regular communication, process trainings, and sharing of performance reports.
• Ensure the quality of administrative and technical information shared with OEMs and BIA countries meets expectations, in order to maximize cost recovery for the entire BIA organization.
• Provide support across the full claims process, from submission to OEMs through to reimbursement to BIA and end customers.
• Monitor and follow up on all claims between OEMs and BIA to maximize claim recovery.
• Comply with all OEM standards, tools, and processes.

What will be your responsibilities?

• General

• • Provide best-in-class support (quality, quantity, and timeliness) to OEMs and internal customers, mainly BIA countries, in relation to Claims management and OEM obligations.
  • Maintain and develop professional relationships with internal customers and OEMs.
  • Coordinate processes related to Claims and/or OEM obligations to achieve expected targets, including regular communication, performance reporting updates, analysis, and administrative follow-up.
  • Submit claims to OEMs while maintaining a good relationship with OEM representatives and maximizing recovery for BIA.
  • Escalate issues in a timely manner (blocking points, underperformance, etc.) to the Claim Manager.

• Organization and People Management

• • Ensure alignment and effective communication on Claims and OEM obligations by providing regular training to local entities (including preparation of training materials).
  • Promote and facilitate the sharing of best practices across countries.
  • Ensure proper backup within the team.

• Key KPIs

• • Claim process: claim recovery per OEM, data accuracy, pending claims follow-up, etc.
  • OEM obligations processes:
    • Equipment stock inspections
    • Factory campaign execution
    • Equipment periodical visits
    • Failed parts investigations at factory
    • Major component warranty start-up
    • Parts return process lead time
    • Warranty extension registration

Who are we looking for?

Education & Qualification

• Minimum Diploma holder
• 3 to 5 years of experience in a similar position
• Fluent in French and English (spoken and written)
• Good knowledge of Microsoft Office (especially Excel: sorting, pivot tables, conditional formatting, basic formulas)
• Knowledge of warranty processes is a plus
• Knowledge of ERP systems is a plus (SAP is an advantage)

Competencies

• Analytical thinking
• Result orientation
• Communication skills
• Attention to accuracy
• Initiative and proactivity

What's in it for you?

• A permanent contract 
• A competitive salary and an interesting package of extra-legal benefits 
• A human sized company with international dimension, encouraging autonomy and team spirit 
• Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company 
• Benefit from a challenging career opportunity with an extensive training program 
• In this challenging job you get the possibility to take initiative and further develop the function