Claims Investigator

Requisition Number: CLAIMS-471 Job Category: Biotech/R&D/Science Location: COLUMBUS, OH 43201 About Us BENEFITS We offer a competitive compensation plan that includes free full medical, dental and vision benefits effective on your first day with James Hardie for employee only, minimal cost for family coverage; 6% dollar for dollar matching 401(k) program; Free lunch Friday; Generous paid vacation and holidays; Job training and development; Life insurance; Disability Income Protection (LTD); Flexible Spending Accounts; Employee Assistance Program; Discount tickets for amusement parks, recreation sites and movies, and much more! DIVERSITY AT JAMES HARDIE We are committed to diversity at James Hardie in every form. We firmly believe that by hiring and developing people of every background and culture it will further strengthen our company and its people in striving for global leadership. James Hardie is an Equal Opportunity Employer Claims Investigator Position Description:Position SummaryThe Claims & Warranty Field Inspector supports and manages assigned claims while providing assurance that Company goals and objectives are met in a thorough and timely manner. He/she executes claims and ensures that they are closed within a goal period of 45 days while maintaining customer relations and the best interest of the Company. The Field Inspector maintains contractor relations and implements new installation practices. Additionally, the incumbent coordinates with other groups (ex: quality and install specialist) to improve upon Company best practices. Successful negotiation with contractors, homeowners, dealers, and delivery companies as well as maintaining precise documentation contributes to the incumbent’s success in this position. The Claims & Warranty Field Inspector reports to the Field Supervisor. The incumbent does not have to live in Ohio but rather can be based out of any location in the eastern region of the country. Position ResponsibilitiesInvestigates claims issues, problem solves, negotiates, and executes solutions by: (80%)• Executing claims issues within a 45 day close objective;• Investigating issues and the reasons for failure;• Assessing exposure to the Company and cost;• Solving problems and implementing new or non-existing detail changes;• Negotiating with installers, homeowners, and dealers to ensure best on the wall cost and accurate solutions;• Arranging material lists and delivery logistics for repairs;• Documenting all conversations, paperwork, and findings in a timely and accurate manner;• Coordinating with Field Supervisor on solutions and potential problem customers;• Managing time for travel and execution of 45 day close objective; and• Executing customer requested installation audits.Researches costs, installation techniques, and increases installer list to execute projected work load by: (15%)• Building relationships with installer and dealer base in all markets;• Recruiting new installers through interviewing procedures; keeping confidentiality, availability, quality, and costs as the drivers for relationships;• Updating costs for dealers and contractors in order to lower on the wall cost;• Visiting and assessing potential installer partners; and • Conducting follow-up visits on executed repairs to maintain quality and customer service. Supports quality department efforts to deliver installation and manufacturing issues by: (5%)• Identifying potential installation techniques that are affecting the products;• Identifying manufacturing defects in the field;• Documenting the above with photos and samples;• Identifying changes needed to be made within the company regarding installation techniques and coordinating them with best practices. Quantitative DimensionsThe Claims & Warranty Field Inspector has responsibility for executing the completion of 600+ claims annually in a team atmosphere within a 45-day close objective. Decision Making:The Claims & Warranty Field Inspector has strong decision-making skills and makes decisions on behalf of the Company. Supervisory/Lead Responsibilities:The Claims & Warranty Field Inspector has no direct reports. However, he/she manages projects ranging up to $50,000 or more and works within budgets set forth by national estimators and the Company. Scope of Position:The Claims & Warranty Field Inspector spends the majority of his/her time closing claims in a timely manner to support the Company as a whole. The incumbent has the ability to manage the claims load, installation base, and maintain accurate documentation. Additionally, he/she maintains confidentiality, which is critical to maintaining good customer relations and avoiding a negative impact on the company.Position RequirementsKnowledge, Skills, and Abilities: Required: • Excellent negotiation skills.• Demonstrated ability to maintain composure in a very high stress situation.• Top notch time management skills.• Demonstrated knowledge of research methods and report preparation.• Ability to work effectively with internal associates as well as external customers.• Ability to interact well with all levels of the Company.• Demonstrated ability to effectively take action to solve problems while exhibiting sound judgment and successful stress tolerance. • Strong communication skills and the ability to develop and guide processes through to closure.• Demonstrated advanced skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and national cost estimators for construction software).• Demonstrated ability to meet deadlines.• Ability to define, measure, and evaluate results.• Demonstrated ability to handle multiple tasks simultaneously and in a timely manner.• Ability to prioritize and organize assignments as necessary.• Demonstrated ability to handle confidential material and information in an ethical, professional manner.• Excellent file maintenance and organizational skills.• The ability to apply critical outside the box approaches to most issues.Education/ExperienceRequired: • High School diploma (Bachelor’s Degree in construction management or similar degree preferred).• 5 years or more of construction related experience. • 3 or more years of experience in one or more of the following: - Siding business owner- Siding or carpentry site foreman (superintendent)- Home builder site superintendent.Competencies • Adaptability: Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures. The ability to approach each situation as new as to not become redundant in your solutions.• Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals; being proactive.• Stress Tolerance: Maintaining stable performance under pressure or opposition (such as time pressure, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.• Innovation: Generating innovative solutions in work situations; trying different and novel ways to deal with work problems and opportunities.• Managing Work (includes Time Management): Effectively managing one’s time and resources to ensure that work is completed efficiently.• Work Standards: Setting high standards of performance for self. Assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed. • Contributing to Team Success: Actively participating as a member of a team to move the team toward the completion of goals.• Applied Learning: Assimilating and applying new job-related information in a timely manner.• Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals.BENEFITSIn return, we offer a competitive compensation plan that includes free full medical, dental and vision benefits effective on your first day with James Hardie for employee only, minimal cost for family coverage; 6% dollar for dollar matching 401(k) program; Tuition reimbursement; Generous paid vacation and holidays; Job training and development; Life insurance; Disability Income Protection (LTD); Flexible Spending Accounts; Employee Assistance Program; Discount tickets for amusement parks, recreation sites and movies, and much more!ABOUT THE COMPANYAt James Hardie Building Products we apply our science, research, and cutting edge technology to enjoy our continued status as a $1.5 billion world leader in fiber-cement technology. As the world leader in fiber-cement technology we manufacture durable, beautiful building material products for the residential market. We operate in markets around the world, spanning the United States, Europe, Philippines, Australia, and New Zealand. In the United States alone, we have 10 manufacturing plants, three regional offices and one research center. For more information about our company and career opportunities please visit our website at: http://www.jameshardie.com/careerDIVERSITY AT JAMES HARDIEWe are committed to diversity at James Hardie in every form. We firmly believe that by hiring and developing people of every background and culture it will further strengthen our company and its people in striving for global leadership.James Hardie is an Equal Opportunity Employer To Apply Visit James Hardie Learn more about James Hardie Building Products