Supervisor, Authorized Network Account Services

Job Description

Job Description

Job Summary

The Authorized Network Account Services Supervisor is a leadership role responsible for the account management and warranty teams and for all customer-facing aspects. Authorized Service Center set up and account management, service claim processing, user systems administration and testing, and warranty and maintenance program administration. This position is a leader in the Customer Support group. This position is the supervisor and primary point of contact for account and warranty/maintenance program needs for our Authorized Service Center network and requires collaboration with both internal and external parties to support account management, warranty and maintenance program management 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 after-sale support, warranty, and customer service.

Duties and Responsibilities/Essential Functions

• Team management of all Authorized Network Account and Warranty advisors/specialists
• Overnight travel required two to five times a year.
• Lead effort to audit the processes used to set up new accounts, ensuring they follow proper internal procedures, are compliant, and maintain accurate records.
• Develop and implement strategic account plans that align with business objectives and drive growth.
• Evaluate the quality and consistency of communication with accounts (e.g., emails, calls, support tickets) and ensure that all interactions are recorded and handled in accordance with internal guidelines.
• Supervise the management of authorized network accounts, ensuring all activities adhere to company policies and contractual agreements.
• Lead in conducting regular business reviews with network partners to ensure alignment with business objectives, resolve issues, and provide guidance on performance.
• Collaborate with legal and compliance teams to develop clear, comprehensive agreements outlining the terms of the partnership, including warranty terms, responsibilities, pricing, and service levels.
• Liaison between external customers (aircraft owners, service centers, etc.) and internal customers (Purchasing, Inventory Control, Manufacturing, Accounting, etc.)

• Direct point of contact for Account and Warranty Specialists, testing, user management, and provide feedback on all Authorized Service Center user websites
• Manage websites on behalf of the whole Service department by adding documents to the websites, managing events and articles and backend website design
  • Creates, executes, and maintains internal and external training documentation for Authorized Service Center account management, part order and fulfillment, and service claim processing.
  • Direct point of contact in Authorized Service Center setup and account management providing internal and external assistance in organization and requirements for accounts
  • Overseas management of Authorized Service Center package payments and annual audits to meet account requirements.
  • Ensure that the entire lifecycle of claim management adheres to legal requirements, industry standards, and internal policies.
  • Address customer complaints or concerns related to warranty services, offering solutions and escalation when necessary.
  • Serve as the point of contact for customers regarding warranty issues related to claims, responding to inquiries and providing guidance on how to submit a warranty claim.
  • Maintain detailed records of warranty claims, customer communications, and service activities.
  • Provide regular reports on warranty performance, claim trends, and customer satisfaction levels.
  • Overseas the team who is responsible for approving or denying warranty and maintenance program claims based on Cirrus warranty, supplier warranty certificates, and Cirrus maintenance program details while utilizing problem solving skills and logic where the answer may not be clear or defined to make payment decisions
  • Overseas 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 in conjunction with Regional Field Service Manager, technical support, Authorized Service Center and/or 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
  • Maintain appropriate metrics reflecting overall health of the related program
  • Warranty claims system familiarity
  • Travel required up to 20%

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.

• Bachelor’s degree in Business Administration, Communication, Information Technology or related field and 10+ years’ experience in customer support, data analysis, order fulfillment and/or service claims processing/approvals
• Leadership experience required
• 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.
  • Salesforce Customer Relationship Management (CRM) familiarity required
  • Claim System experience required

Pay Range in MN: $113,520.00 to $170,280.00 USD ((Due to the MN compensation laws, we ONLY share for MINNESOTA - TN is not listed))

Competencies

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

• Business Insight: Applies knowledge of business and the marketplace to advance the organizations 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
• Manages Conflict: Handles conflict situations effectively, with a minimum of noise
• Builds Effective Teams: Builds strong effective teams that apply their diverse skills and perspectives to achieve common goals.
• Organizational Savvy: Maneuvers comfortably through complex policy, process, and people-related organizational dynamics

Our Benefits: Cirrus provides a range of exciting benefits, including:

• 401(k) Plan: Dollar-for-dollar match up to 5% after 90 days, with 100% vesting.
• Employer-Paid Coverages: Group term life, short- and long-term disability insurance.
• Comprehensive Health Coverage: Medical, vision, dental, with additional dependent coverage options.
• Free Health Tracking: With rewards for meeting health goals.
• Generous PTO: 120 + hours accrued within the first year.
• Employee Referral Bonus: For referring talented candidates.
• Career Development: Tuition reimbursement and professional growth opportunities.
• Exclusive Discounts: Access to partner and marketplace discounts.
• Community & Engagement: Company and employee clubs at various locations.

These benefits are designed to support your well-being, growth, and enjoyment at Cirrus!

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.