Job Description:

CONTEXT OF THE POSITION

Being part of Airbus Commercial Customer Services, you will evolve in a unique environment, within the Customer Care Centre Operations (Airbus AOG Technical Centre - AIRTAC), where we provide 24/7 technical support to our worldwide customers.

You will be accountable for the delivery of End to End solutions in urgent situations experienced by worldwide Airbus customers, especially Chinese customers.

ACCOUNTABILITY

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

• To ensure and maintain continuous means of communication with customers.
• To work in conjunction with customer Maintenance Control Centre personnel (by all the means available Phone call, Video, TR, email) in analyzing the scenarios of an AOG situation and identify the most efficient solution tailored to the Customer request.
  ● To provide the best immediate recommendations to customers while avoiding potential liability issues and ensuring safety of the passengers, A/L personnel and A/C in compliance with Airworthiness regulations.
  ● To identify reusable solution that may be applied for the resolution of a specific AOG situation
  ● Be able to identify his autonomy limits by initiating a support request to AIRTAC Toulouse team when AOG resolution requires Engineering support competences.
  ● To ensure 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 timely manage and respond to all Customer technical AOG and work stoppage in service requests System.
  ● To ensure the solution addresses all technical aspects across all affected ATA chapters.

2. 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 contribute to the capitalisation and the sharing of the best practices

This role will need the ability to work in shifts (24/7) as such you must be able to work at night according to shift arrangement.

QUALIFICATION

1. EDUCATION: with bachelor/Master degree, in Aircraft structure repair relevant major.
2. EXPERIENCE: 3 year experience in the aircraft structure repair domain.
3. LANGUAGE: fluent English and Chinese both in written and oral speaking
4. KNOWLEDGE / TECHNICAL SKILLS:

• Good personal and persuasion skills, good leadership skills
• Understands Customer operational constraints
• Solution oriented
• Preferably experienced in Customer Services business and in 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 and structure. Airline maintenance/engineering experience will be appreciated
• Ability to cope with highly demanding environment
• Ability to work in shifts (24/7).
• Well organized and rigorous.
• Tenacious, agile, flexible and team player.

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.

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