Engineering Repair Coordinator

We have an immediate opening for an Engineering Repair Coordinator at our aerospace location in Chula Vista, CA. This is a highly dynamic and fast-paced B2B Customer Service role that triages incoming Repair/Technical Inquiry requests from global airlines, MRO’s & air framers, This team is the central point of communication and supports customers 24/7/365. Both weekend and holiday support is expected to coordinate open requests.

**Day shift:  Schedule Sunday through Thursday

Duties & responsibilities:

• 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.
• Understands documentation to solve customer issues/requests/complaints in accordance with established procedures and when required, redirects queries to appropriate department or personnel.
• Log requests into the aftermarket database (MS Dynamics).
• Prioritize, sort & 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 regarding 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.

The ideal candidate will have the following combination of education and experience:

• High School Diploma or GED
• 3+ year’s customer service experience in a technical business-to-business environment
• Engineering experience – drawings, BOM’s, manuals, specifications.
• Knowledge in Project management.
• Aerospace experience preferred
• 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.
• Knowledge in Microsoft Dynamics CRM and Microsoft Power BI.
• Must be legally authorized to work in the USA

Physical Requirements & Work Environment:

• Mostly Office Environments, Occasional Shop Floor involvement.
• Substantial amounts of telephone and computer work.
• Heavily Regulated Industries with strict adherence to procedures.
• Flexibility to meet business deadlines by staying late or arriving early.
• Typical 8 hour days plus lunch / 40 hour weeks and weekends / core (required) hours are 9AM to 4PM
• Ability to use personal transportation to visit customer locations.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions