Senior AOG Customer Service Representative

Aog Customer Support Representative

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.

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.

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.

We care for you with:

• 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.

Your challenges include:

• Order Processing / Customer Support: 45%
• Customer Communication: 30%
• Reporting and Internal Communication: 20%

Your boarding pass includes:

• 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.

Travel required: 0-20% Domestic and International

Citizenship: Authorized to work in the US without current or future need for visa sponsorship

Physical requirements include:

• Onsite or remote: 90% Onsite
• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Daily
• 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. Daily
• Speaking: able to speak in conversations and meetings, deliver information and participate in communications. Daily
• 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. Daily
• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily
• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily
• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Daily
• Sitting: able to sit for long periods of time in meetings, working on the computer. Daily
• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.
• Standing: able to stand for discussions in offices or on the production floor. Daily
• Travel: able to travel independently and at short notice. Daily
• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. 100%
• Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site
• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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.