Field Support Administrator

Location
Duluth, MN, US
Salary
Join our team!
Posted
Aug 03, 2017
Industry
General
Role
Other
Job Type
Long-Term
Responsible for assisting in the administration of the customer warranty program. This position is responsible for maintaining the warranty claim processes and assisting others in the department with questions and dispute resolution. Duties will include approving or denying warranty claims, maintaining the warranty claims database, and warranty reporting.

Essential Duties and Responsibilities:

  • Approving or denying warranty and maintenance program service claims based on Cirrus Warranty, Supplier Warranty certificates, and Cirrus Maintenance Program details while utilizing problem solving skills and logic where the answer is not clear or defined to make payment decisions.
  • Updating the approved labor hours listing
  • Authorized Service Center assistance/training with the warranty and maintenance processes while providing feedback on service center capabilities to the respective Regional Field Service Manager.
  • Dispute resolution (work with Technical Representatives, service centers, and other Cirrus personnel) to resolve problem service claims and process issues.
  • Expertise in the entire credit process: from part order, to troubleshooting authorization, to claim submission, to part return, to accounting credit, and final through check issue, with the ability to explain/train others in the correct procedures.
  • Assist in the evolution of the warranty program and maintenance programs as business needs change, abilities to build in efficiencies change, or cost reduction processes.
  • Assist/develop appropriate warranty and maintenance metrics (weekly, monthly, and annual, as well as per A/C costs).
  • 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 duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Bachelor's degree; or one to two years related experience and/or training; or equivalent combination of education and experience. Good organizational and communication skills. Ability to act professionally in difficult situations and manage expectations and meet deadlines for deliverables.

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