Job Description
Job Description:
We are looking for a Aircraft on Ground (AOG) Systems Customer Support (m/f) for our Aircraft business to join our Customer Services Department based in Toulouse, France.
As a Aircraft on Ground (AOG) Customer Support you will join our Customer Care Centre AIRTAC team and more specifically AIRTAC Systems AOG Solutions - Short Range Operations team in charge of managing the resolution of Aircraft On Ground (AOG). You will deal with urgent queries received from Customers related to all Systems ATA Chapters.
As a Aircraft on Ground (AOG) Customer Support, you will work on a 24/7 or on a 7/7 shift pattern. A specific premium ("prime") is granted on a monthly basis accordingly.
If Customer satisfaction belongs to your DNA, join us in the Customer Care Centre AIRTAC!
Your challenges:
Provide efficient and tailored support to our customers facing urgent technical matters while ensuring safety:
Build a resolution strategy which will enable the return to service of the aircraft as quickly as possible in order to minimize costs impacts and customers operational constraints
Provide End-to-End solutions taking into account the technical recommendations and the supply aspects
Lead the resolution plan and involve relevant internal/external stakeholders (Engineering, Airworthiness, Field Service Representatives, Supply chains, Procurement, Suppliers…)
Be the voice of the customer and ensure that their expectations are fulfilled
Maintain the communication and represent Airbus (and promote Airbus image) when liaising with all levels of the Airline management under critical AOG scenarios.
Provide Airbus Top Management with regular updates of the AOG resolution status
Identify any potential unsafe condition linked to an AOG event on the fleet as per applicable criteria
Perimeter: All A/C Commercial programs (except A220), and all Systems ATAs. The candidate will handle Short Range or Long Range AOG events.
Contribute to Customer Care Centre efficiency
Identify any room for improvement following an AOG event in order to define potential mitigations or re-usable solutions that could help to improve operational availability of the A/C
Feed a wide Airbus community with periodic reports highlighting major customers events in the frame of the operation reliability monitoring
Contribute to the capitalization and to the sharing of the best practices
Perform presentations to Management / Customers
Ensure coaching & mentorship of newcomers to spread out AIRTAC rules, behaviors, process & mindset
Behave as process & mindset referent to guide teammates
Decide priorities during shift to secure the capability to deliver on time & quality
Your boarding pass:
Team spirit, leadership, proactivity, and coordination skills
Customer facing experience is appreciated as advanced negotiation & communication skills
Ability to cope with a highly demanding environment (work under pressure)
Ability to work on shift (24/7)
Airline background or knowledge of Airline operations is appreciated
General knowledge of aircraft maintenance & documentation or general aircraft systems knowledge
Fluent in English
Not a 100% match? No worries! Airbus supports your personal growth with customized development solutions.
Take your career to a new level and apply now!
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:
AIRBUS SAS
Employment Type:
Permanent
-------
Classe Emploi (France): Classe F12
Experience Level:
Professional
Job Family:
Customer Eng.&Technical Support&Services <JF-CS-PS>
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 to emsom@airbus.com.
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
Company benefits
We need to ask employees of Airbus what it's like to work there before we assign the company FlexScore®.
Working at Airbus
Company employees
Gender diversity (male:female)
Currently Hiring Countries
Belgium

Brazil

Canada

Chile

China

Cyprus

Denmark

Egypt

Finland

France

Germany

Hong Kong

India

Indonesia

Ireland

Italy

Japan

Kazakhstan

Malaysia

Mexico

Netherlands

Philippines

Poland

Portugal

Romania

Saint Martin

Saudi Arabia

Singapore

South Korea

Spain

Switzerland

Thailand

United Arab Emirates

United Kingdom

United States

Vietnam

Office Locations