The Manager – Service Claim Management is responsible for overseeing the end-to-end process of service claims, ensuring accurate validation, processing, and settlement in line with company policies and manufacturer guidelines. The role involves close coordination with dealers and internal stakeholders to drive operational efficiency, compliance, and customer satisfaction.
ResponsibilitiesKey Responsibilities:
1. Claim Processing & Validation
- Manage and adjudicate the service claims from dealerships.
- Ensure all claims are validated against warranty policies, repair standards, and documentation requirements.
- Monitor turnaround time (TAT) and ensure timely settlement of claims.
2. Policy Management
- Update, review, and enforce warranty/service claim policies in coordination with OEMs and internal legal/compliance teams.
- Provide clarification and training to internal and external stakeholders on policy changes.
3. Audit & Compliance
- Conduct regular audits of submitted claims to identify fraud, misuse, or deviations.
- Implement corrective actions and report irregularities to senior management.
4. Data Analysis & Reporting
- Analyse claim trends, failure rates, and cost patterns to identify recurring issues and propose quality improvements.
- Generate periodic MIS reports and dashboards for management review.
6. System & Process Improvement
- Collaborate with IT and process teams to enhance claim management systems (e.g., SAP & DMS).
- Drive automation and digitization initiatives to reduce manual work and errors.
- Conduct performance reviews and identify training needs for team development.
Key Skills & Competencies:
- Strong knowledge of warranty and service claim procedures
- Analytical and detail-oriented
- Proficient in DMS and claim management tools
- Good communication and negotiation skills
- Ability to manage cross-functional teams and stakeholders
Key Performance Indicators (KPIs):
- Claim Turnaround Time (TAT)
- Clam Return percentage
- Cost per Claim
- Audit Compliance Score
Qualifications & Experience:
- Education: Bachelor's degree in Engineering, Business Administration, or a related field (MBA preferred)
Experience: 6–10 years of experience in warranty/service claim management, preferably in a consumer durables, electronics, or automotive environment
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What We Do
Daimler Trucks North America, LLC headquartered in Portland, Oregon, is the leading heavy-duty truck manufacturer in North America. Daimler Trucks North America produces and markets commercial vehicles under the Freightliner, Western Star and Thomas Built Buses nameplates. Daimler Trucks North America is a Daimler company, the world's leading commercial vehicle manufacturer.
