Senior AOG Customer Service Representative
Airbus Helicopters, Inc., Grand Prairie, TX, United States
Senior AOG Customer Service Representative
Airbus Helicopters, Inc. is seeking a dedicated and autonomous
AOG Customer Support Representative
to join our elite response team. Our AOG 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 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. You will manage international logistics with headquarters in France and Germany, hot‑shot courier services, and urgent cannibalization requests to maintain the high operational availability of our global fleet.
How We Care for You
Financial Rewards:
Competitive base salary, incentive compensation with profit sharing, retirement plan, Employee Stock Ownership Plan (ESOP).
Work/Life Balance:
Paid time off, personal time, holidays, generous paid parental leave.
Health & Welfare:
Comprehensive insurance coverage including medical, high‑deductible, prescription, dental, vision, life, disability, Employee Assistance Plan (EAP), and supplemental benefits.
Your Challenges
Order Processing / Customer Support (45%):
Receive and manage AOG orders via email, phone, fax.
Interpret orders, key entry into system.
Administer necessary forms for rentals, exchanges, customer repairs, Power by the Hour.
Analyze sales activity for trends and advise management.
Develop solutions to routine problems.
Coordinate internal logistics with AH Headquarters AOG and logistics teams.
Process expedition requests and input orders into SAP.
Coordinate AOG drop‑shipments with first‑tier suppliers and after‑hours desks.
Manage AOG arbitration with Airbus Helicopters AOG Leadership Team in Marignane, France.
Participate in activities to enhance systems and business processes.
Maintain project records and follow‑up.
Customer Communication (30%):
Communicate status to customers via phone and email.
Coordinate weight bill and tracking information from headquarters to warehouse.
Capture aircraft details (serial number, registration, total time, mission profile).
Advise on priority and freight options.
Collaborate with other internal or customer functional areas for technical assistance.
Facilitate troubleshooting with AHI Field Service Representatives.
Reporting and Internal Communication (20%):
Lead daily AOG meetings on open orders.
Attend logistics and AOG meetings, escalating requirements.
Manage daily AOG reports for customers and internal teams.
Coordinate preparation of activity reports for regional CSRs or CSMs.
Coordinate with warehouse and shipping for all orders.
Coordinate with DFW Warehouse on special orders requiring processing.
Your Boarding Pass
Possess a Bachelor's Degree or equivalent applicable work experience (four years).
Minimum 5 years experience in aviation logistics, technical, or customer support areas.
---OR---
3 years experience working at Airbus Helicopters in a position handling parts orders.
FAA A&P License can substitute for 2 years experience.
Proficiency with Microsoft Outlook and Office; Google Workspace Suite.
Ability to work in a fast‑paced demanding environment.
Excellent verbal and written communication skills.
Travel Required 0–20% domestic and international.
Citizenship Authorized to work in the US without current or future need for visa sponsorship.
Physical Requirements
Onsite or remote: 90% onsite.
Vision: able to read screens, documents, engineering drawings; daily.
Hearing: able to participate in conversations; daily.
Speaking: able to communicate; daily.
Equipment operation: operate PC, telephone, fax, office equipment, some tools; daily.
Carrying: carry up to 30 lbs; daily.
Lifting: lift up to 30 lbs; daily.
Pushing / Pulling small office furniture; daily.
Sitting: long periods in meetings, working on computer; daily.
Squatting / Kneeling: retrieve items stored low; daily.
Standing: discuss in office or production floor; daily.
Travel: independent, short notice; daily.
Walking: through office and production areas, uneven surfaces; 100%.
Personal Protective Equipment required: safety shoes, glass, hearing protection, respirators/masks, gloves as required.
Administrative position only: steel‑toed shoes for all shop floor visits; hearing/eye protection may also be required.
Take your career to a new level and apply online now!
A full job description will be provided to candidates who progress to the interview stage or upon request.
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 Helicopters, Inc.
Employment Type:
US - Direct Hire
Experience Level:
Professional
Remote Type:
On-site
Job Family:
Material Support & services
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.
Helping all candidates find great careers is our goal. The information you provide here is secure and confidential.
We are now directing you to the original job posting. Please apply directly for this job at the employer’s website.
#J-18808-Ljbffr
AOG Customer Support Representative
to join our elite response team. Our AOG 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 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. You will manage international logistics with headquarters in France and Germany, hot‑shot courier services, and urgent cannibalization requests to maintain the high operational availability of our global fleet.
How We Care for You
Financial Rewards:
Competitive base salary, incentive compensation with profit sharing, retirement plan, Employee Stock Ownership Plan (ESOP).
Work/Life Balance:
Paid time off, personal time, holidays, generous paid parental leave.
Health & Welfare:
Comprehensive insurance coverage including medical, high‑deductible, prescription, dental, vision, life, disability, Employee Assistance Plan (EAP), and supplemental benefits.
Your Challenges
Order Processing / Customer Support (45%):
Receive and manage AOG orders via email, phone, fax.
Interpret orders, key entry into system.
Administer necessary forms for rentals, exchanges, customer repairs, Power by the Hour.
Analyze sales activity for trends and advise management.
Develop solutions to routine problems.
Coordinate internal logistics with AH Headquarters AOG and logistics teams.
Process expedition requests and input orders into SAP.
Coordinate AOG drop‑shipments with first‑tier suppliers and after‑hours desks.
Manage AOG arbitration with Airbus Helicopters AOG Leadership Team in Marignane, France.
Participate in activities to enhance systems and business processes.
Maintain project records and follow‑up.
Customer Communication (30%):
Communicate status to customers via phone and email.
Coordinate weight bill and tracking information from headquarters to warehouse.
Capture aircraft details (serial number, registration, total time, mission profile).
Advise on priority and freight options.
Collaborate with other internal or customer functional areas for technical assistance.
Facilitate troubleshooting with AHI Field Service Representatives.
Reporting and Internal Communication (20%):
Lead daily AOG meetings on open orders.
Attend logistics and AOG meetings, escalating requirements.
Manage daily AOG reports for customers and internal teams.
Coordinate preparation of activity reports for regional CSRs or CSMs.
Coordinate with warehouse and shipping for all orders.
Coordinate with DFW Warehouse on special orders requiring processing.
Your Boarding Pass
Possess a Bachelor's Degree or equivalent applicable work experience (four years).
Minimum 5 years experience in aviation logistics, technical, or customer support areas.
---OR---
3 years experience working at Airbus Helicopters in a position handling parts orders.
FAA A&P License can substitute for 2 years experience.
Proficiency with Microsoft Outlook and Office; Google Workspace Suite.
Ability to work in a fast‑paced demanding environment.
Excellent verbal and written communication skills.
Travel Required 0–20% domestic and international.
Citizenship Authorized to work in the US without current or future need for visa sponsorship.
Physical Requirements
Onsite or remote: 90% onsite.
Vision: able to read screens, documents, engineering drawings; daily.
Hearing: able to participate in conversations; daily.
Speaking: able to communicate; daily.
Equipment operation: operate PC, telephone, fax, office equipment, some tools; daily.
Carrying: carry up to 30 lbs; daily.
Lifting: lift up to 30 lbs; daily.
Pushing / Pulling small office furniture; daily.
Sitting: long periods in meetings, working on computer; daily.
Squatting / Kneeling: retrieve items stored low; daily.
Standing: discuss in office or production floor; daily.
Travel: independent, short notice; daily.
Walking: through office and production areas, uneven surfaces; 100%.
Personal Protective Equipment required: safety shoes, glass, hearing protection, respirators/masks, gloves as required.
Administrative position only: steel‑toed shoes for all shop floor visits; hearing/eye protection may also be required.
Take your career to a new level and apply online now!
A full job description will be provided to candidates who progress to the interview stage or upon request.
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 Helicopters, Inc.
Employment Type:
US - Direct Hire
Experience Level:
Professional
Remote Type:
On-site
Job Family:
Material Support & services
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.
Helping all candidates find great careers is our goal. The information you provide here is secure and confidential.
We are now directing you to the original job posting. Please apply directly for this job at the employer’s website.
#J-18808-Ljbffr