Repair Coordinator

Job Requirements

Who We Are:

Quest Global delivers world-class end-to-end engineering solutions by leveraging our deep industry knowledge and digital expertise. By bringing together technologies and industries, alongside the contributions of diverse individuals and their areas of expertise, we are able to solve problems better, faster. This multi-dimensional approach enables us to solve the most critical and large-scale challenges across the aerospace & defense, automotive, energy, hi-tech, healthcare, medical devices, rail and semiconductor industries.

We are looking for humble geniuses, who believe that engineering has the potential to make the impossible possible; innovators, who are not only inspired by technology and innovation, but also perpetually driven to design, develop, and test as a trusted partner for Fortune 500 customers. As a team of remarkably diverse engineers, we recognize that what we are really engineering is a brighter future for us all. If you want to contribute to meaningful work and be part of an organization that truly believes when you win, we all win, and when you fail, we all learn, then we’re eager to hear from you. The achievers and courageous challenge-crushers we seek, have the following characteristics and skills

What You Will Do

Highly dynamic and fast-paced Customer Service role to triage incoming Repair and Technical Inquiry request from global airlines, MRO’s, and airframers. The team is the central point of communication and supports customers 24 hours a day, 7 days a week, 365 days a year. Both weekend and holiday support is expected to coordinate open requests.

• Regular coordination/management of repair deliverables to ensure on-time delivery.
• Prioritization of AOG requests and coordination of incoming e-mails and existing customer inquiries.
• Escalation of at-risk cases and complex issues with management.
• Regular electronic and phone communication with customers, suppliers, and OEM’s to follow-up and provide status. Involves group email management and AOG phone line support.
• Utilization of processes and product knowledge to appropriately route requests to appropriate teams and resolve basic technical inquiries.
• Accurate case creation and logging of customer requests (data entry)
• Make updates to processes/procedures and create training aids to ensure continuous improvement of Customer Service processes.
• Works independently to confer with customers who contacts the organization by telephone or electronically, provides information about processes, products, and documentation, discusses customer inquiries, and obtains and addresses customer priorities.
• Independently, respond to calls or email from customers to provide information on in process inquiries.
• Understands documentation to solve customer issues/requests/complaints in accordance with established procedures and when required, redirects queries to appropriate department or personnel.
• Perform duties related to overall customer service.
• logging requests into the aftermarket database (MS Dynamics).
• Prioritize, sorts, coordinate customer incoming and existing inquiries.
• Serves as central communication point with all internal and external customers to Aftermarket.
• Provide coordination support to other teams in the organization with regards to customer inquiries
• Serves as customer interface on inquiry status and delivery.
• Works in call center for customer support (group email management and answer customer phone calls)
• Prioritize customer inquiries to ensure business targets are met.
  
  

What You Will Bring

• Typically requires a Bachelor’s degree and 5 years of prior relevant experience OR an Advanced Degree in a related field and minimum 3 years experience OR In absence of a degree, 9 years of relevant experience is required.
• Demonstrated proficiency in both electronic and verbal business communication is required.
• Demonstrated attention to detail to ensure accurate data entry.
• Self-driven to proactively communicate status to customers and OEM’s and manage WIP cases.
• Ability to manage multiple high priority tasks simultaneously and accurately track status to coordinate between customers and internal stakeholders.
• Aerospace Experience (Desired).
• High proficiency in Microsoft Outlook and Microsoft Excel.
• Knowledge in Microsoft Dynamics CRM and Microsoft Power BI.
• Engineering experience – drawings, BOM’s, manuals, specifications.
• Knowledge in Project management.
  
  

Pay Range: $74,000 - $ 76,000 per year

Compensation decisions are made based on factors including experience, skills, education, and other job-related factors, in accordance with our internal pay structure. We also offer a comprehensive benefits package, including health insurance, paid time off, and retirement plan.

Work Requirements: This role is considered an on-site position located in Chula Vista, CA.

• You must be able to commute to and from the location with your own transportation arrangements to meet the required working hours.
• Shop floor environment, which may include but not limited to extensive walking, and ability to lift up to 40 lbs.
  
  

Travel Requirements: Due to the nature of the work, no travel is required.

Citizenship Requirement: Due to the nature of the work, U.S. citizenship is required.