Field Support Administrator

Essential Duties and Responsibilities:

• Approving or denying warranty and maintenance program service claims based on Cirrus Aircraft 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, claim submission, part return, 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

Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions
Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance
Interpersonal Skills - Listens to others without interrupting; Remains open to others' ideas and tries new things
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
Written Communication - Writes clearly and informatively; Presents numerical data effectively
Teamwork - Contributes to building a positive team spirit
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Follows through on commitments
Quality - Demonstrates accuracy and thoroughness
Safety and Security - Observes safety and security procedures
Attendance/Punctuality - Is consistently at work and on time
Overtime - Overtime hours may be required

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.

Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Mathematical Skills:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such a fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:
To perform this job successfully, an individual should have knowledge of MS Office applications (specifically Outlook, Word, Access, PowerPoint, and Excel). ERP experience preferred.

Physical Demands:
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to walk; use hands to handle or reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:
The noise level in the work environment is usually moderate.

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.
Behaviors

Required


Motivations

Required


Education

Preffered
Bachelors or better in or related field.