Aircraft on Ground (AOG) Systems Customer Support m/f

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Aircraft on Ground (AOG) Systems Customer Support m/f, Toulouse

Location:

Toulouse, France

Job Category:

Other

EU work permit required:

Yes

Job Reference:

bc03c82b57be

Job Views:

2

Posted:

27.03.2025

Expiry Date:

11.05.2025

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 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.

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

Experience Level:

Professional

Job Family:

Customer Eng.&Technical Support&Services

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.

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.