AIRBUS Customer Services- AIRBUS fleet AOG (Aircraft On Ground) support (M/F)

Job description

AIRBUS SAS

Airbus is a global leader in aeronautics, space and related services. In 2018 it generated revenues of € 64 billion and employed a workforce of around 134,000. Airbus offers the most comprehensive range of passenger airliners. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as one of the world's leading space companies. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide.

Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each other's expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary - on the ground, in the sky and in space.

Job Description

                                                                                                   

·  Job Description :

A position of AIRBUS Fleet AOG (Aircraft On Ground) support (M/F) has just opened at Airbus in Toulouse - Blagnac.

You will join the 'Customer Services – AOG Solutions' department. You will work in AIRTAC (Airbus AOG Technical Centre). This centre support all AIRBUS Fleet 24/7.

Within the framework of the Airbus Customer Services policy and processes, the jobholder is responsible for the delivery of an End to End solution aiming the resolution of AOG situation and urgent concerns , experienced by Airbus customers.

The jobholder shall analyze A320/A330 families data, detect non nominal behaviour of an aircraft system, and decide to proactively provide the customer proactively with preventive recommendation aiming to avoid delays or AOG.

The job holder shall collect, analyze, gather operational information that may help All programme community to decide products improvement. Thereby, the job holder is an active contributor of the maturity and reliability improvement process .

The jobholder reports to the Head of Ops Centre .

·  Tasks and Responsibilities :

You will be responsible for the following main activities:

·  Manage interface and communications with all customers.
·  Provide technical expertise, single point of contact for queries and support. Resolve complex faults and issues.
·  Analyze impact and approve changes to product/system/network.
·  Interface control to linked product/system/networks
·  Provide tracking and delivery time indication. Publish internal & external reports about activity & performances evaluation. Configuration control.

Main responsibilities:

Responsibilities linked with the End to End management of a resolution (AOG or Urgent concerns):

·  To timely manage and respond to all Customer technical AOG and work stoppage in service requests.
·  To work in conjunction with customer Maintenance Control Centre personnel (by all the means available Phone call, Video, TR, email) in analysing the scenarios of an AOG situation and identify the most efficient solution tailored to the Customer request.
·  To ensure with Engineering support organization that the technical management of each event is done in a timely manner and that supporting documents (TA, …) are made available to the customer in a time frame compatible with their operational constraints.
·  To ensure in coordination with Supply Departement, spare availability is managed with appropriate level of priority with Airbus COD/Suppliers AOG desks, so that parts are made available to the customers in the shortest possible time frame.
·  To lead technical resolution groups under customer operations’ pressure and decide escalations in coordination with Duty Managers
·  To provide with the best immediate recommendations to customer while avoiding potential liability issues and ensuring safety of the passengers, A/L personnel and A/C in compliance with Airworthiness regulations.
·  To challenge whenever necessary the query resolution contribution proposed by Airbus Design Offices, Supplier organisations or other S departments in collaboration with Duty Manager
·  To ensure and maintain continued communication with the customer during an AOG event while producing regular internal information on progress made until final resolution in case of long AO.

Responsibilities linked with pro-active management of in-service technical information

·  To analyse airlines regular feedback in order to issue periodic reports highlighting key events to share with Airbus programs stakeholders.
·  To analyse fleet health through Aircraft monitoring tools (Static analysis or parameters trend monitoring) in order to provide customers with preventive or proactive recommendation aiming to avoid Delays/AOG.
·  To contribute to the delivery of Health Monitoring services when specific contracts is signed.

Responsibilities linked with improvement AIRTAC-Ops Centre business efficiency

·  To detect and report when room for improvement are identified in AOG resolution in order to launch corrective actions
·  To identify with involved actors (Engineering, Customer support specialist, Programmes, …) potential mitigations or re-usable solutions that could help to improve operational availability of the A/C.
·  To contribute to the capitalisation and the sharing of the best practices
·  To produce KPIs linked with Ops centre activities: AOG end to end lead time, Number of OI with and without antecedent.

Dimensions:

·  Domains of activities: aircraft systems,
·  Each team shift work 24/7 is composed of 2 support engineers.
·  End to End Leader shift can rely on AIRTAC Structure engineers, AIRTAC Supply function and Duty manager also available in 24/7.
·  Other dimensions relevant to the position:  

Trans functional with Engineering and Supply chain, transnational interfaces management with Suppliers and Customers - IS knowledge & digitalisation awareness needed

– Strong Customer and Operations mind-set

·  Required skills :

You have the following training, experience and skills:

·  Holder of a BAC +5 degree in Aeronautique Engineering or equivalent training.
·  You have a first experience in the field of customer service and AOG management
·  Good co-ordination and relational skills to deal with Customers, and other Airbus departments under time pressure
·  Technical experience necessary, with broad knowledge of Airbus systems. Airline maintenance/engineering experience will be appreciated 
·  Ability to cope with highly demanding environment
·  Ability to work in shifts (24/7).
·  Tenacious, adaptable, flexible and team player.
·  Good personal and persuasion skills, good leadership skills
·  Understands Customer operational constraints,
·  Solution oriented 
·  Language skills: Advanced level in French and Negotiation level in English

·  Soft skills:

- Rigorous, curious and autonomous

- Obtain good interpersonal and communication skills

- Able to integrate into team and be a flexible team player

- Have organizational skills

- Able to analyze and synthesize information

- Knowledge of project management would be a plus.

If your profile catches our attention, you will be invited to perform a video interview during which you will have a few minutes to tell us about your background, motivations and your professional project. Afterwards, your application could be proposed to the managers for further review.

If the prospect of joining our innovative Group motivates you?

Do not hesitate! Apply online! www.airbus.com/careers

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.

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.