Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international - with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than six fold order book increase since 2000.

AIRBUS requires that all new employees and temporary workers of Airbus be fully vaccinated against COVID-19. Airbus allows candidates who are not fully vaccinated at the time of hire a reasonable amount of time to obtain vaccinated status. This position requires vaccination against COVID-19 or, if applicable, an approved accommodation for religious or medical reasons.

Position Summary:

The Aircraft on Ground (AOG) Customer Support Position is entirely focused on customer AOG Orders. This position will be responsible for coordinating and resolving AOG orders as they are received, expediting outstanding AOG's, and all customer communications to provide updates and status of these orders. The AOG CSR will interpret customer order and delivery requirements enter orders, and follow-up as necessary, ensuring customer fulfillment of orders are within company policy guidelines. This position is responsible for communications with customers on a daily basis regarding resolution of their order, to include providing specific logistics details (shipping tracking numbers and waybill information) to allow for the customer to effectively manage their aircraft and maintenance personnel to achieve a high Operational Availability.

Additionally, this position will be responsible for monitoring customer orders placed electronically for timely processing fulfillment. The AOG CSR will need to be capable of working autonomously and be required to utilize problem solving skills to help customers through their day to day requirements.

The AOG Team will be responsible for 24 Hour, 7 Days a week support, therefore this position will have an alternate shift in order to meet the demands of our customers. This position will be a 4 days on and 4 days off shift, with each shift running 12 hours. The Team will be comprised of Four (4) members

The intended Shifts / Hours Worked:

Day Shift: 10am - 10pm

Night Shift: 10pm - 10am

Primary Responsibilities:

1. 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;
• Sell and promote items identified as part of promotional programs and work closely with every customer to establish additional sales opportunities;
• 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;
• Liaison between customer and AH regarding customer needs and requirements;
• Submit Customer Part Requirements to AH for quoting, specific to items that need part numbers assigned or that have not been established in SAP;
• 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;
• Represent the Company in customer orders relating to negotiation and administration of assigned customer purchase order to meet customer expectation or est. Delivery Date;
• Coordinate MRO, Repair, Exchange, Equipment Repair and Rental orders;
• 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,
• Initiate Cannibalization requests with Production Teams at AHI Columbus, MS, Ft Erie, ON CANADA, Marignane, France or Donawoerth, Germany to include discussions with the Program Support Office (PSO) or delegates;
• Participate in activities to enhance systems and business processes as assigned;
• Keep abreast of assigned projects with appropriate records and follow-up as required;
• Record, process and work to resolve pricing complaints;
• Support preparation, issue and help administer annual Pricing Catalog;
• Cross train with each team member and provide support when necessary

2. 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;
• Record and log customer complaints as applicable;
• 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;
• Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support, or increased sales.

3. 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 Handoff Meetings with AOG Team Members at the end of each shift;
• 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;
• Develop relationships with internal customers in order to coordinate to ensure inbound freight information and status is communicated with AH Headquarter locations in Europe;

Additional Responsibilities: 5%

• This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned.

Qualified Experience / Skills / Training:

• Requires ability to effectively communicate with customers verbally and in written form;
• Must be comfortable using internet websites for locating tracking information of packages and flight details for logistics options.

Education:

Required:

• Bachelor's Degree or equivalent applicable work experience

Preferred:

• Experience in commercial helicopter operations, either in a technical or logistics role.

Experience:

Required:

• 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.

Preferred:

• Experience in commercial helicopter operations, either in a technical or logistics role;
• Experience managing Helicopter Operations and/or aviation AOG Logistics;
• 2 years SAP experience preferred (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement);
• Six Sigma preferred.

Licensure/Certifications:

Preferred:

• A&P License preferred

Knowledge, Skills, Demonstrated Capabilities:

Required:

• Microsoft Outlook and Office;
• Strong organizational skills;
• Demonstrate the ability to work in a fast paced demanding environment;
• Strong Communication Skills - verbal and written.

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

• Requires ability to communicate effectively verbally and in written form

Technical Systems Proficiency:

• SAP
• Microsoft Word, Office, and Excel

Travel Required:

• 0-20% Domestic and International may be expected

Citizenship:

• Authorized to Work in the US

Clearance:

• None

Decision Making, Complexity:

• Work is reviewed for soundness of judgment and overall adequacy and accuracy;
• Works under general supervision;
• Must be fully autonomous in daily activities;
• Interact with various departments;
• Refers to policies and practices for guidance;
• Solves routine problems of limited/moderate scope and complexity;
• Position requires a significant amount of autonomy. Team member must be able to take responsibility for making good business decisions for AHI, understand how our processes and procedures impact our customer and help integrate solutions, all while ensuring the customer has all the necessary details to run their helicopter operations;
• Team Member will have decision making authority for approvals up to $5000 for logistics considerations or customer goodwill. This will empower the team member to decide and implement decisions without having to wait for approvals, to allow for expedited logistics and quicker customer delivery of spares orders;
• Will need to work collaboratively with DFW warehouse personnel, local couriers and hot-shot services to coordinate best options for local and regional transportation;
• Must be able to evaluate airline flight schedules to make good decisions, in real time, on the best alternatives to deliver orders to grounded customers in the most expeditions manner;
• Team member will have a significant and impactful role in providing an excellent customer experience;
• Determining short or long term hourly rate recommendations by accurately determining key and critical elements for analysis
• Insure fully compliance with AH policy and be able to make recommendations for North American market adaptations as necessary;
• Develop and implement methods and KPIs focused on streamlining communication and processes to improve customer experience.

Organizational information:

• This position reports to Customer Support Manager

Direct Reports:

• Exempt: 0
• Non-exempt: 0

Job Dimensions, Contributions to Success:

• Meet/Exceed customer satisfaction
• Provide quality customer service
• Data entry

Nature of Contacts:

• Involved Communication on a regular Basis with internal and external parties

Physical Requirements:

• Onsite: 90%
• Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings daily.
• Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on 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.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 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 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): 100% able to walk through office and production areas including uneven surfaces.
• Personal Protective Equipment required: Occasionally may be required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection if visiting the shop floor.

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

As a leader in our field, Airbus Helicopters, Inc. provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

As a matter of policy, Airbus Helicopters, Inc. does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus Helicopters, Inc. does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

NOTE: Airbus Helicopters, Inc. reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.