Walbar Peabody is committed to excellence in aerospace component repair. The first essential ingredient to our success and that of our clients? Effective collaboration. And while we may be a small team, our people are highly skilled and come from various backgrounds and industries, offering vast expertise and perspectives.
Our customer service and technical teams are prime examples of our supportive company culture and knowledge. While our engineers focus on production and quality, customer service maintains an open line of communication and handles vital logistics.
Learn more about how customer service and technical unite to deliver high-quality experiences and outcomes for our customers.
Customer Service Team: Delivering Personalized Support
The customer service team handles inquiries, provides quotes and timelines, and, of course, ensures a positive customer experience at every turn. Whether you call or send us an email, they’re likely your first interaction with us!
And our customer service representatives do so much more than answer phones and emails. They have extensive experience in customer relations, problem-solving, and logistics across a range of roles and industries, including operations, accounting, banking, hospitality, and supply chain management. At Walbar Peabody, their adaptable nature and skills equip them to quickly learn the technical aspects of our products and processes, and effectively communicate those to clients.
Dedicated to responsiveness, personalized service, and understanding of our clients’ needs in the highly specialized aerospace field, our customer service team stands out from the rest. They aim to do things right the first time and as efficiently as possible.
Technical & Engineering Teams: Ensuring Precision & Quality
Our technical team, which consists of an impressive mix of engineers, is involved in everything from manufacturing to maintenance and repair operations. In addition to production, they play pivotal roles in process improvements, quality control, and technical solutions throughout our facility. For example, several team members are collaborating to find new ways to implement 3D scanning, automation, and sustainability (e.g., reduced water and electrical usage).
The technical team possesses deep aerospace manufacturing and maintenance knowledge, with educational and professional experience spanning mechanical, manufacturing, nuclear, and civil engineering. Not to mention their specialized knowledge in MRO processes, advanced coating, and heat treatment techniques—all of which empower us to offer extremely robust services to our clients and partners.
Driven by the belief that there is always room for growth and improvement, our engineers are committed to ongoing education and process enhancement. This even includes developing our own training, such as the internal audit training we recently created.
Collaborative Culture: Fostering Innovation & Excellence
As you can see, it’s critical that the customer service and technical teams work together to meet client needs and ensure seamless operations. Customer service works closely with engineering and quality to provide clients with accurate information about repairs, lead times, and industry standards.
For example, when a customer sends in a component wondering whether it can be repaired, engineering evaluates the part’s condition and provides recommendations to customer service. Customer service then relays this back to the client, creating a smooth and informed decision-making process.
Customer service representatives also frequently coordinate with quality personnel to track progress on repairs, verify certifications, and update customers on delivery timelines.
Additionally, Walbar Peabody encourages ongoing training and cross-training for customer service and technical employees. Customer service team members participate in technical training sessions led by engineers to deepen their understanding of the parts and processes we handle, helping them provide more informed responses to clients. Engineering and quality stay current with the latest manufacturing and repair advancements through certifications and industry training, which they share with the broader team.
Our customer service and technical teams are constantly learning from each other and share a commitment to the highest safety, efficiency, and quality! Bottom line: Nothing and no one works in a silo here.
Reach out today to learn more about how collaboration is our key to driving innovation and ensuring customer satisfaction—and how it could impact your aerospace operations.