Job Summary
The Field Service Administrator I is a customer service position involved with aspects of aircraft parts sales, order fulfillment, service claim processing, and warranty and maintenance program administration. This position is the primary point of contact for parts, warranty and account needs for our Authorized Service Center network and requires collaboration with both internal and external parties to support part ordering, fulfillment, account payment, warranty and service claim administration. Exceptional customer service should be prioritized in supporting our aircraft owners and Authorized Service Center network in this role. This is a fast-paced position involved in many aspects relating to aftermarket parts-sale support, warranty and customer service
This position can be based in Duluth, MN or Knoxville TN.
Duties and Responsibilities/Essential Functions
- Regular, reliable, and predictable attendance.
- Overnight travel required one to two times a year.
- Able to work independently.
- Enter spare parts orders, expedite fulfillment, coordinate and communicate with internal and external teams.
- Queue orders when quantities are available and send order to warehouse for shipping.
- Communicate to Authorized Service Centers and internal customers by setting expectations for them on order lead times and part availability.
- Liaison between external customers (aircraft owners, service centers, etc.) and internal customers (Purchasing, Inventory Control, Manufacturing, Accounting, etc.)
- Process service claims based on applicable warranty, maintenance, and other aircraft program certificates to ensure Authorized Service Centers can be credited and paid for work in a timely manner.
- Basic understanding of service claims system and able to respond to customer inquiries regarding claims and their statuses.
- Decipher supplier warranty certificates for applicable coverage and credit.
- Reviewing and updating warranty and maintenance program credit claims, based on Cirrus warranty certificate, supplier warranty certificate(s), and/or Cirrus maintenance program while utilizing problem solving skills and logic.
- Assist with appropriate metrics reflecting overall health of the business.
- Assist in monthly margin part cost pricing review in order to ensure we are receiving proper margin.
- Will be required to perform other duties as requested, directed or assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Bachelors degree in Business Administration, Communication, Information Technology or one to two years experience in customer support and claims and/or parts transactions via an ERP or CRM system.
- Ability to demonstrate sound judgement and effective communication skills (written and verbal).
- Ability to effectively manage stress, including competing work demands and multiple projects at the same time.
- Experience with or more of the following: ERP order fulfillment, Salesforce (or related CRM), or claim system processing
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Drives Results: Consistently achieves results, even under tough circumstances.
- Ensures Accountability: Holds self and others accountable to meet commitments.
- Manages Complexity: Makes sense of complex, high quantity, and sometimes, contradictory information to effectively solve problems.
- Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
- Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
Ensures Exceptional Customer Service:
- Energizes the Cirrus Service Essentials
- Strives to improve service performance.
- Anticipates guests needs and responds promptly.
- Situational Adaptability
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.
Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.
