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Special Product Investigations Consultant (SPI)
Ref No.: 18-15246
Location: Woodcliff Lake, New Jersey
Special Product Investigations Consultant
Woodcliff Lake, NJ
12 Months


Customer Relations and Services – Special Product Investigations Consultant

Engage with client customers and stakeholders regarding safety-related claims; facilitate the investigation of claims of fire, personal injury, property damage or loss alleged to have resulted from product defects or malfunctions; clearly and convincingly convey inspection analyses, which may be highly technical in nature.
Negotiate reasonable and timely settlement of customer claims and/or insurance subrogation demands for fire, personal injury and property damage or loss when appropriate; ensure that all required legal documentation is processed.
Work closely with Legal Department and Product Analysis in keeping with the SPI protocol; provide Product Analysis with all statements and documents required to fulfill TREAD Act requirements
Work closely with Market Teams to encourage resolution to customer complaints when appropriate.
Participate in training and remain expertly knowledgeable about client products, policies, customer satisfaction philosophy and legal elements involved in customer matters; stay up-to-date on current client safety technology; proactively advise SPI management, Product Analysis and other technical groups on possible impact of perceived claim trends or "hot topics” as they are learned.
Research inquiries and claims to assess whether they will be addressed through SPI Protocol.
Provide training to various client groups, centers, field personnel and others outside the department on the function and methods of SPI as needed

• Basic PC competency
• Windows
• MS Office Suite
• Excellent communication skills
• High level of familiarity with various technical features and functions of client products, particularly active and passive safety systems
• Willingness and ability to speak tactfully with individuals who have been involved in physically and/or emotionally stressful situations
• Highly organized
• Independent and capable of multi-tasking and effective time management