Warranty Customer Service Analyst

Aston Carter•Little Ferry, NJ

1d•$60,000 - $80,000•Hybrid

About The Position

Under the direction of the Supervisor of Warranty Administration, the Warranty Analyst will actively seek all relevant information for proper claim adjudication and vendor cost recovery; evaluate claim coverage for program applicability; and ensure accurate financial processing of credits and debits. The role requires strong analytical capability to interpret data trends, prepare detailed cost-recovery reports, and support management with high-quality insights. Proficiency in Excel and other analytical tools is essential for reporting, tracking, and validating claim activity.

Requirements

4 years’ college degree (preferably technical or aviation) or equivalent experience
Minimum of (2) years of experience in a customer or vendor facing position with proven ability to effectively communicate with customers or vendors and address their concerns
Solid understanding of business and attention to details
Ability to communicate effectively with both internal and external customers in a professional manner – Excellent verbal and written communication skills
Strong negotiator capable of navigating complex discussions to secure favorable outcomes while maintaining positive stakeholder relationship
Ability to handle multiple tasks and coordinate with cross-functional groups to keep schedules and deadlines
Self-starter who takes initiative and works with minimal supervision
Proficiency in Excel, including advanced functions, pivot tables, data modeling, and dashboard creation.
Demonstrated ability to interpret financial and operational data to produce accurate, meaningful metrics.
Proficiency in the use of SAP

Nice To Haves

FAA A&P license desired
Aviation experience
Knowledge of accounting principles
Bachelor of Science or related studies
French or Spanish fluency

Responsibilities

Responsible for the day-to-day administration and processing of claims including:
Actively seek all relevant information for proper claim adjudication (i.e. vendor/customer information, agreements etc.)
Prepare documentation for debiting or crediting customers, process claims (i.e. warranty and commercial program), and categorize expenses, produce documents and reports as required by the Warranty Supervisor.
Document and support all claim coverage decisions
Adjudicate both customer and vendor claims, maximizing cost recovery for complying with all existing commercial and warranty policies
Responsible for customer and vendor follow-up to ensure timely dispute resolution
Analyze and report on cost recovery trends, providing management with accurate, actionable insights to improve recovery performance and identify process inefficiencies.
Utilize advanced Excel capabilities (e.g., pivot tables, lookup functions, and dashboards, modeling) and analytics tools to support claim analysis, financial reporting, and performance metrics.
Assist in performance dashboards and analytical reports that highlight recovery rates, dispute aging, and cost recovery opportunities.
Coordinate/assist all support personnel requests (i.e. Spares Account Reps, Field Service Reps, Customer Service Managers, etc.)
Assist in the preparation of company documents (i.e. work instructions, decision letters etc.) and SAP reports related to claim adjudication
Recover non-repairable parts from customers, to seek replacement from manufacturers
Initiate invoices, credits or payments to customer based on warranty adjudication.
Assist in updating a Vendor commercial and coverall policies database from vendor agreements’ information, coordinate Aviation.
Other duties may be assigned by management in order to meet department or business objectives on an as needed basis