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.

• 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 expedite 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 elevate 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.

• Provide remote and onsite troubleshooting assistance for Continental product lines in accordance with approved procedures, policies, and technical publications.
• Investigate 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…