Customer Claim Case Manager

Founded in 1923, Peerless Pump Company is a US-based manufacturer of horizontal and vertical centrifugal pumps for fire, industrial, and municipal applications. With pump installations in 145 countries, Peerless is globally recognized for engineering tough, reliable, and versatile pump solutions with extensive flow and pressure capabilities. From our production facilities in Indianapolis and Houston to our service centers in Lubbock and Fresno, Peerless pumps are designed to protect people and property from fire and to bring water where it’s needed most.

Our product quality is second to none, but it’s our people who’ve made us Peerless for over 100 years. Our legacy of innovation is fueled by attracting, training, and retaining employees from diverse backgrounds. With competitive benefits and a strong emphasis on development, growth, and innovation, Peerless employees come seeking a job but stay to build a career.

Are you passionate about resolving complex product challenges while championing the customer experience in a manufacturing environment? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.

As our new
Customer Claim Case Manager
, you will be managing the full lifecycle of customer claims — from intake and investigation through resolution — while driving root cause analysis and continuous improvement for our Peerless pump products. You ll be part of a diverse, supportive and inclusive culture that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

As a key part of the Quality Management team, you ll create impact by collaborating across engineering, manufacturing, and service teams to resolve customer issues efficiently, minimize costs, and drive lasting quality improvements.

Your main responsibilities include:

• Manage customer claims end-to-end through Peerless  claims process using Salesforce, including warranty and non-warranty investigations, negotiations, and rectifications
• Evaluate complex product and job site conditions to determine root causes of failures, collaborating with quality and engineering teams on corrective actions
• Communicate directly with customers and end users to understand claim details and drive timely, cost-effective resolutions including credit memos and RMAs
• Partner with Engineering and Manufacturing to validate technical issues, assess cost and production impacts, and initiate drawing modifications for process improvement
• Analyze claims data and prepare periodic reports on complaints, specification errors, warranty trends, and non-warranty claims per internal procedures
• Utilize SAP SD/CS modules and recommend deployment of field technicians and engineers to troubleshoot cases at job sites when needed

Above all, you are a detail-oriented problem solver with strong technical knowledge of pumps and rotating equipment, proven ability to manage multiple complex cases simultaneously, and excellent communication skills for engaging customers and cross-functional teams. We would also imagine that you have:

• An Associate’s degree in business, Supply Chain, Quality Management, or related field with 3-6 years of job-related experience in a manufacturing environment
• Strong knowledge of casting, machining, and large-scale fabrication techniques with proven experience in quality management or supplier development
• Proficiency with Microsoft Office suite and familiarity with SAP SD/CS modules or similar ERP systems
• Excellent written and oral communication skills with the ability to track and resolve multiple complex projects concurrently

It is a plus if you also:

• Experience with rotating and hydraulic equipment including drivers, controls, and system interfaces
• Advanced understanding of pump principles, hydraulics, and product application troubleshooting
• Familiarity with Salesforce as a case management tool and ISO 9001/14001/45001 quality standards

Please note that relocation for this position cannot be supported and qualified candidates must have the authorization to work in…