Senior AOG Customer Service Representative

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com

• Notice: Know Your Rights: Workplace Discrimination is Illegal
• Notice: Pay Transparency Nondiscrimination (English)
• Aviso: Transparencia en el Pago No Discriminacion(Spanish)

Job Description:

Airbus Helicopters, Inc. is seeking a dedicated and autonomous AOG Customer Support Representative to join our elite 24/7 response team. Because aviation doesn't stop, our AOG desk provides around-the-clock, 365-day support to ensure our customers are never left grounded.

Operating on a unique 4-days-on, 4-days-off 12-hour shift rotation, you will serve as the primary point of contact for our most urgent, time-sensitive requirements. This role is the "nerve center" of our emergency response, responsible for the end-to-end resolution of Aircraft on Ground orders at any hour of the day or night. From navigating complex international logistics with our headquarters in France and Germany to managing "hot-shot" courier services and urgent cannibalization requests, you will play a pivotal role in maintaining the high operational availability of our global fleet.

If you have 5+ years of aviation experience (or 3 years with Airbus), a passion for top-tier customer service, and the drive to thrive in a fast-paced, 24/7 environment, apply today to join our DFW-based team and keep the world flying.

When an aircraft is grounded, our team is the first line of defense. We are a specialized, four-member elite unit dedicated to 24/7, 365-day global support.

Because our mission never sleeps, we operate on a unique 4-days-on, 4-days-off 12-hour shift rotation. This structure ensures that while we provide seamless coverage for our customers, our team members enjoy extended "mini-vacations" every week to recharge.

Your Working Environment:

A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

How We Care for You:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan ("ESOP")

• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.

• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan ("EAP") and other supplemental benefit coverages.

Your Challenges:

Order Processing / Customer Support: 45%

• Receive and manage customer AOG customer orders via email, phone and fax;

• Interpret orders on receipt and key entry accordingly;

• Administer necessary forms and documents for rentals, exchanges, customer repairs, and Power by the Hour where applicable;

• Periodically analyze and monitor customer sales activity for trends and advise management accordingly;

• Assess and develop solutions to routine problems encountered daily;

• Coordinate the internal request for the appropriate logistics details to meet customer requirements, to include communications with AH Headquarters AOG and logistics teams;

• Receive expedition request from the customer and coordinate with internal customers and vendors to verify approval. If approved, the AOG Customer Service Representative will process / input the order into SAP directly;

• Manage / Coordinate AOG Drop-Shipments with First Tier Suppliers often working directly with the AOG or After Hours help desks for these supply partners;

• Manage AOG Arbitration process with the Airbus Helicopters AOG Leadership Team in Marignane, France,

• Participate in activities to enhance systems and business processes as assigned;

• Keep abreast of assigned projects with appropriate records and follow-up as required;

Customer Communication: 30%

• Communicate with customers via phone and email to provide status for AOG orders, to include coordination of weigh bill and tracking information for shipments from AH Headquarters to DFW warehouse, and ultimately to the customer;

• Communicate with customer to capture aircraft details (Serial Number, Registration, Total Time, Mission Profile) in order to assist in managing the internal arbitration process for AOG spares orders as needed;

• Advise customer of priority and freight options as necessary to ensure on-time delivery;

• Counsel with customers and communicate with other internal or customer functional areas for technical assistance as required;

• Facilitate troubleshooting with AHI Field Service Representatives in order to find alternative solutions to allow the customer to return their aircraft to service;

Reporting and Internal Communication: 20%

• Leading daily AOG meetings to provide status on all open AOG orders;

• Attend customer logistics and AOG meetings, to escalate customer requirement in collaboration with the regional Customer Support Representative (CSR), Command Center Manager and/or Customer Support Manager (CSM) as required, to provide status on open orders;

• Daily management of AOG reports, both for customer and internally, to include estimated delivery dates, shipping details and any expediting;

• Coordinate preparation and distribution of customer activity reports in support of the regional CSRs or CSMs;

• Provide customer order status, and coordinate with the warehouse and shipping for all orders;

• Coordinate with AHI DFW Warehouse personnel on any AOG Door to Door or Counter to Counter orders that require special processing or special detail.

Your Boarding Pass:

• Possess a Bachelor's Degree or equivalent applicable work experience (four years)

• Minimum five (5) years' experience in aviation logistics, technical, or customer support areas;

• ---OR---

• 3 years' experience working at Airbus Helicopters in a position working with parts orders.

• FAA A&P License can be substituted for 2 years' experience.

• Microsoft Outlook and Office; Google Workspace Suite

• Demonstrate the ability to work in a fast paced demanding environment;

• Excellent communication skills - verbal and written.

Travel Required:

• 0-20% Domestic and International

Citizenship:

• Authorized to Work in the US without current or future need for visa sponsorship

Physical Requirements:

• Onsite or remote: 90% Onsite

• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Daily

• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. Daily

• Speaking: able to speak in conversations and meetings, deliver information and participate in communications. Daily

• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. Daily

• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily

• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily

• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Daily

• Sitting: able to sit for long periods of time in meetings, working on the computer. Daily

• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.

• Standing: able to stand for discussions in offices or on the production floor. Daily

• Travel: able to travel independently and at short notice. Daily

• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. 100%

• Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site

• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Take your career to a new level and apply online now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

Company:

Employment Type:

Experience Level:

Remote Type:

Job Family:

------

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported toemsom@airbus.com.