Job Description
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 Aftermarket Customer Service role to triage incoming Technical Requests 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.
- Accurate recording of all customer requests into MS Dynamics CRM system, following all company policies, procedures, and adherence to U.S. Export Compliance regulations
- Quickly understand and assess global airline requirements and provide support for in-service issues
- Review engineering damage reports and coordinate with responsible engineering functions
- Management of open repair deliverables to ensure business targets are met
- Assist with investigation of customer requests to provide engineering dispositions to return aircraft to revenue service
- Identification and escalation of at-risk cases and complex issues with management
- Regular electronic (MS Outlook, MS Teams) and phone communication with customers, suppliers, and OEM’s to follow-up and provide status.
- Maintain a high level of reliability and accuracy in all communications with Airlines, MRO’s, OEM’s, and Suppliers, in addition to internal key stakeholders
- Identify gaps to update processes/procedures and create training aids to ensure continuous improvement of Customer Service processes
- Work alongside a globally diverse aftermarket team of engineers to ensure a high level of customer experience
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.
- High proficiency in Microsoft Outlook and Microsoft Excel.
Desired Qualifications:
- Microsoft Dynamics CRM or equivalent
- Aerospace experience or equivalent
- Engineering experience – drawings, BOM’s, manuals, specifications
- Project management Experience – 1-2 years
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.
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance
Short/Long Term Disability