MRO Support Specialist

Airbus•Grand Prairie, TX

5d•Onsite

About The Position

Airbus Helicopters, Inc. is seeking an MRO Customer Experience Representative who will serve as the vital link between internal maintenance shops and external customers. This role involves overseeing the entire lifecycle of Maintenance, Repair, and Overhaul (MRO) activities to ensure operational excellence and client satisfaction. The Customer Support team provides aircraft operations support throughout the aircraft's operational life, coordinating and monitoring services to meet customer needs and maintain positive relationships. Field Service teams offer technical support for safe and efficient customer operations.

Requirements

High School Diploma or equivalent experience
Minimum five (5) years in customer support or MRO
Clear communication skills
Ability to multi-task
Time management skills
Goal-oriented focus
Ability to understand financial statements
Microsoft Office Suite Products /G-Suite
SAP experience
Prompt regular attendance
Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.
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.
Speaking: able to speak in conversations and meetings, deliver information and participate in communications.
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.
Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
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.
Sitting: able to sit for long periods of time in meetings, working on the computer.
Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces.
Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as needed.
Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Nice To Haves

SAP experience in SD, MM, WM or SD environment

Responsibilities

Create sales orders and service orders to initiate the repair/overhaul process.
Manage data entry and maintain accurate records for work-in-progress (WIP) status.
Ensure all shop warranty claims align with company guidelines and report findings to management.
Coordinate with internal customer-facing teams, including sales managers, to support MRO schedule deliveries.
Ensure regular updates of service order status on SAP.
Work with Accounting/Finance to ensure financial requirements are met for MRO activities.
Maintain and update internal WIP reports for stakeholders.
Assist in handling discrepancies, disputes, and warranty requests internally.
Create SAP Delivery transactions.
Process necessary forms to facilitate repair and exchange transactions.
Maintain internal pricing policies and perform price/cost analysis.
Prepare quotations for MRO areas and ensure delivery within target lead times.
Track the status of quotes to obtain approvals from relevant teams.
Support the internal RFP/RFQ process.
Adhere to all internal pricing agreements, including catalogue pricing, special agreements, and company policies.
Create billing for all internally owned repair activity.
Generate invoices and credits in accordance with internal pricing agreements.
Support Accounting/Finance with invoice creation and follow-up.
Issue credits/debits as required.
Collaborate with the accounting team to meet internal account and receivable targets.
Collaborate with repair shops to agree on scheduling and planning based on internal priorities.
Communicate updated delivery dates and lead times to internal teams.

Benefits

Competitive base salary
Incentive compensation which may include profit sharing schemes
Retirement savings plan
Employee Stock Ownership Plan (“ESOP”)
Paid time off including personal time
Holidays
Generous paid parental leave program
Comprehensive insurance coverage including medical (traditional and high-deductible health plans)
Prescription coverage
Dental insurance
Vision insurance
Life insurance
Disability insurance
Employee Assistance Plan (“EAP”)
Other supplemental benefit coverages