Supervisor, Authorized Network Account Services Position Available In Blount, Tennessee

Supervisor, Authorized Network Account Services

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.
Bachelors 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.
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Job Info
Location
Alcoa, Tennessee, United States
Type
Permanent
Company Details
Cirrus Aircraft
110 Tyson Blvd
Ste 201
Alcoa, Tennessee 37701 USA
cirrusaircraft/careers
123 Open Jobs Available Cirrus Aircraft
Flight Training and Corporate Missions

Supported Manufacturers:

Cirrus SR20
SR22
SR22T
SF50