Senior AOG Customer Service Representative

Airbus • Grand Prairie, TX

19d • Onsite

About The Position

Airbus Helicopters, Inc. is seeking a dedicated and autonomous AOG Customer Support Representative to join our elite response team. Because aviation doesn't stop, our AOG (Aircraft on Ground) desk operates as a full 24/7, 365-day support hub to ensure our customers are never left grounded. In this role, you will serve as the primary point of contact for our most urgent, time-sensitive requirements. As a key member of our around-the-clock emergency response "nerve center," you are responsible for the end-to-end resolution of AOG 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.
Meet the AOG Support Team: We are a group of dedicated, autonomous professionals who understand that in aviation, every second counts. Because our customers’ missions—from emergency medical services to law enforcement—don't stop, neither do we. Our desk operates as a full 24/7, 365-day support hub , ensuring that no matter the hour or the holiday, our global fleet has the parts and technical support it needs to stay operational.
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.

Requirements

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

Responsibilities

• 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
• 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
• 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.

Benefits

• 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”)
• Paid time off including personal time, holidays and a generous paid parental leave program
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees