Product Support & Warranty Administrator The Product Support & Warranty Administrator provides technical product support and administers warranty claims for Continental Aerospace Technologies products. This customer-facing role works with OEM and aftermarket customers, distributors, service centers, and internal teams to troubleshoot product concerns, evaluate warranty eligibility, maintain accurate claim records, and support timely, fair, and well-documented resolutions. The position coordinates closely with Product Support, Customer Service, Quality, Engineering, Operations, Finance, and other stakeholders to ensure warranty claims and technical support cases are handled consistently and in accordance with approved company policies, procedures, technical publications, and authorization levels.
Essential Duties & Responsibilities:
Receive, review, verify, code, document, and administer warranty claims from initial submission through final resolution. Confirm warranty applicability by reviewing product identification, serial numbers, dates, operating time, maintenance history, supporting documents, and applicable warranty terms. Review claims using historical knowledge, available technical data, company policies, and approved authorization levels; prepare approval or denial recommendations and escalate exceptions as required. Request and organize required claim documentation, including claim forms, invoices, maintenance records, photographs, logbook information, technical findings, and other supporting evidence. Coordinate return material authorization and product-return requirements when physical inspection or analysis is needed. Maintain complete, accurate, and current warranty case records in the applicable ERP, CRM, or warranty system, including customer communications, technical findings, decisions, dispositions, credits, replacements, and closure details. Communicate claim status, documentation needs, decisions, and next steps clearly and professionally to customers and internal stakeholders. Partner with Quality and Engineering to review returned products, investigate failure modes, determine root cause, and document technical dispositions. Coordinate with Customer Service, Operations, Finance, Receiving, Shipping, Purchasing, and suppliers to support replacements, credits, returned goods, supplier recovery, and claim closure. Monitor open claims, aging, cycle time, recurring issues, and customer-impact risks; provide status reports and escalate overdue, disputed, high-value, or customer-critical claims. Identify trends in warranty and field data and communicate recurring product, process, training, or documentation concerns to leadership and cross-functional teams. Support warranty procedure updates, internal reviews, audits, reporting, and continuous-improvement activities.
Technical Product Support:
Provide remote and onsite troubleshooting assistance for Continental product lines in accordance with approved procedures, policies, and technical customer concerns involving product quality, tolerances, specifications, performance, maintenance, or delivered condition and follow cases through completion. Inspect malfunctioning or damaged engines, components, and accessories; document as-found conditions and provide objective technical information to support analysis. Collaborate with Product Support, Engineering, and Quality on test plans, inspection requirements, technical findings, and corrective actions. Record test and inspection data accurately and communicate results to the technical or engineering leader responsible. Escalate safety-related, AOG, complex, or non-routine technical issues promptly and remain engaged until an appropriate handoff or resolution is achieved. Develop and deliver technical training or presentations for internal teams, OEMs, aftermarket customers, distributors, and service partners as assigned. Provide technical representation at customer visits, trade shows, seminars, training events, and special programs as required.
Customer Communication & Case Management:
Communicate professionally with customers, service providers, distributors, suppliers, and internal stakeholders by phone, email, virtual meeting, or in person.
Manage a high volume of technical inquiries, warranty cases, communications, and follow-up actions while maintaining accuracy and responsiveness.
Document case activity, commitments, decisions, and supporting evidence in the designated systems.
Maintain objectivity during customer disputes and focus on fair, policy-aligned, and technically supported outcomes.
Support marketing initiatives and technical communication activities as assigned.
Perform other duties as assigned.
Travel Requirement:- Ability and willingness to travel domestically and internationally up to 10%, sometimes on short notice or for extended periods.
- Education and/or Experience Requirements
- Bachelor's degree (B.A.) from four-year university; or 10 years related experience and/or training; or equivalent combination of education and experience.
- Valid and current FAA A&P license.
- Preferred CredentialsICAO license from applicable state according to assigned territory (required to support global OEM and aftermarket customers).FAA IA, private pilot license or higher, CFI, CFII
experience as technical instructor.
Previous experience with FADEC diesel engine technology.
Skills & Competencies:
Customer-focused approach with the ability to represent the company professionally and protect customer and company interests.
Strong technical troubleshooting, investigation, analytical, and documentation skills.
Ability to interpret warranty terms, aviation service publications, maintenance records, technical procedures, engineering drawings, schematics, and applicable
to make objective, evidence-based recommendations and recognize when additional technical review or management approval is required.
Excellent verbal and written communication skills, including concise technical reports, business correspondence, and customer-facing
to prioritize multiple cases, meet deadlines, follow through on commitments, and work effectively in a cross-functional environment.
Cross-cultural awareness and sensitivity when supporting global customers and partners.
Ability to calculate and interpret torque, tolerances, dimensions, fits, clearances, percentages, and other aviation-related measurements.
Information Technology:
Proficiency with ERP, CRM, warranty, case-management, and document-management systems used to process claims and maintain records.
Advanced user-level proficiency with Microsoft Outlook, Word, Excel, PowerPoint, web browsers, and online collaboration tools.
Ability to use electronic service tools to diagnose engine faults and analyze technical data sets.
Experience with NetSuite or a comparable ERP system preferred.
Physical Requirements:
Ability to sit and stand for extended periods, including during long-range travel.
Ability to work in and traverse safety-sensitive manufacturing, assembly, maintenance, and aviation-service environments.
Ability to bend, reach, kneel, and lift 10 pounds repeatedly and up to 70 pounds occasionally.
Ability to adapt to time-zone changes and varying work environments during travel.
Location: Mobile, Alabama. Onsite position.
