Job Summary
The Mobile Service Administrator (MSA) is a field service position involved with all aspects of mobile service administration, such as aircraft parts, order fulfillment, warranty and maintenance program administration and RMA (part return) administration functions. This position is the primary administration point of contact for our Mobile Service Unit teams and requires collaboration with both internal and external parties to support part ordering, fulfillment, account payment, warranty administration and reverse logistics and returns. This position will also play a role in scheduling & dispatch functions for the mobile units. Maintaining reports on Mobile Unit & Tool Maintenance schedules and other administrative aspects of maintaining the Mobile Unit. Exceptional customer service should be prioritized in supporting our aircraft owners and Mobile Service Unit Technicians in this role. This is a dynamic & fast-paced position involved in many aspects relating to AOG / Mobile Unit & after-sale support, warranty reconciliation, parts support and customer service.
Additional duties would include: Basic inventory reconciliation capability with the ability to read mobile service unit, service center, production schedules and inventory reports to forecast material shortages · Maintain 6S standards · Follow standard operating procedures to perform assigned tasks for corresponding responsibilities. · Work with mobile service technicians, technical representatives, service centers, and other Cirrus Aircraft personnel to resolve administrative problems and help identify and execute resolution.
Up to 25 travel maybe required as well as the ability to execute work remotely & while traveling.
Duties, Responsibilities and Essential Functions
Mobile Service Administrator is a field service involved with all aspects of mobile service administration to include:
- Primary administration point of contact for our Mobile Service Unit teams and requires collaboration with both internal and external parties.
- Administration of the warranty and maintenance programs.
- Support part ordering, fulfillment, account payment, warranty administration and reverse logistics and RMA (part returns).
- Dispute resolution with Customer Service Director, technical support, Authorized Service Center, and other applicable parties to resolve and credit claims or processing issues.
- Proficiency in the entire claim and account crediting lifecycle: part order, troubleshooting authorization, claim submission, part return, account crediting, and payment issuance; the ability to explain/train others in the correct procedures and level of understanding for success with the system is required.
- Assist in the evolution of the parts, warranty and maintenance programs as business needs change and evolve.
- Responsible for scheduling and dispatch functions for the mobile units.
- Maintaining reports on Mobile Unit service and maintenance scheduling.
- Tool Maintenance and calibration (PMI) schedules and other administrative aspects of maintaining the MSU.
- Exceptional customer service prioritizing and supporting aircraft owners and Mobile Service Unit Technicians.
- Must be Self-motivated and able to execute high level of performance unsupervised.
- Strong verbal and written communication skills required.
- Ability to communicate with customers and or mobile service technicians in stressful situations.
- Maintain inventory levels, parts locations, and kitting process to support Mobile Units.
- Ensure all parts are properly requested in Cirrus Direct and tracked until delivered.
- Maintain open communication with the Mobile Service Technicians on parts Estimated time of Arrival (ETA) to ensure aircraft Return to Service (RTS) dates stay on schedule.
- Will be required to perform other duties as requested, directed, or assigned.
- Assist with appropriate metrics reflecting overall health of the related program.
- Salesforce Customer Relationship Management (CRM) familiarity preferred.
- Regular, reliable, and predictable attendance with flexibility for occasional schedule adjustments as needed.
Qualifications
To perform this job successfully, an individual must be able to complete 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.
- High school diploma.
- Bachelors degree or equivalent experience required.
- 1 – 3, years of experience in customer service, parts, warranty, and after-sale support required.
- Aviation related experience is a plus.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals.
- Manages Complexity: Makes sense of complex, high quantity, and sometimes, contradictory information to effectively solve problems.
- Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
- Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Interpersonal Savvy: Relates openly and comfortably with diverse groups of people.
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.
