Warranty and Repair Administrator II

SUMMARY

Develops, and maintains a process for the warranty administration system, which ensures maximum return from warranty claims. Performs activities designed to provide authorized service centers and operators with support for warranty issues, including but not limited to repair & overhaul of parts.

DUTIES AND RESPONSIBILITIES

• Supports and processes warranty claims per the official MDHI warranty policy and procedures
• Exercises judgment in the review of all Service Operations Report (SOR’s) submitted by customers to ensure that claims are processed per MDHI warranty guidelines
• Responsible to complete assigned projects set by management within the specified timeframe
• Processes orders received for replacement parts covered under warranty
• Formally communicates to the customer either the approval or denial of warranty claims with substantial explanation to the customer
• Determines, develops, and directs warranty service repair/exchange and overhaul and purchase orders (P.O.) with service centers
• Oversees all work orders associated with warranty repair/exchange and overhaul & repair orders
• Collaborates with production, warehouse and shipping, or common carrier personnel to expedite or trace missing or delayed shipments
• Coordinates all warranty claims with other departments
• Accumulates data and maintains copies of records and vendor policy statements necessary to substantiate warranty claims.
• Monitors and track, documents as they relate to customer owned parts.
• Establish, analyze, and create Metrics trends to help determine minimum levels of inventory within the exchange program
• Maintain excellent customer relationships with all service centers and customers
• Analyzes and is accountable for putting together Metrics to identify potential and ongoing parts discrepancies
• Supports data entry and management of the warranty data record
• Other duties may be assigned

SUPERVISORY RESPONSIBILITIES

None.

SKILLS and ABILITIES

• Knowledge of the aerospace helicopter market warranty/repair process preferred.
• MRP System knowledge (e.g. SAP/JDE) - Minimum of 2 years’ experience preferred.
• Previous experience in a lead role within a customer support department preferred.
• Working knowledge of MD’s product line preferred.
• Ability to multi task and prioritize workload within department.
• Ability to accomplish time sensitive goals set by management.
• Advanced Excel and PowerPoint experience required.
• Up to ten (10%) travel required with considerable customer interface.
• Strong interpersonal skills - creative thinker with good written and verbal communication skills and the ability to effectively communicate orally or in written form with both management and internal/external customers and regulatory representatives is required. 
• Demonstrated ability to anticipate and solve practical problems or resolve issues is required.
• Ability to work both autonomously and within a team environment.
• The ability to understand and follow instructions and the ability to concentrate is required.
• The ability to get along with others or to be part of a team.
• Access to Export Control Information required.
• Regular attendance at the worksite required

EDUCATION and/or EXPERIENCE

• Associates Degree and a minimum of 3-5 years work-related experience and/or training; or equivalent combination of education and experience.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contracts, implied or otherwise, other than an “at will” relationship.

CERTIFICATES, LICENSES, REGISTRATIONS

None

WORK ENVIRONMENT/PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work performed in an office and factory settings.
• Exposure to shop environment such as noise, dust, odors and fumes.
• Occasionally required to lift up to 20 lbs.
• Regularly required to sit, stand, bend, reach and move about facilities.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently.  The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

MD Helicopters, LLC. provides equal employment opportunities to minorities, females, veterans, individuals with disabilities, sexual orientation, and gender identity.