AOG Desk Officer

Job Description

Scope of Position

• Main focal point for FHS customers requiring component support under AOG and CRI priority.
• Daily management of incoming AOG and CRI Exchange Order to ensure that our customer’s aircraft are not grounded due to parts contracted with FHS.
• Identify the suitable solution within the FHS Supply chain and treat the customer request within the FHS internal set KPIs and the contractual obligation with the customers.
• Dealing with the entire end to end process – from customer requests to monitoring the shipment and delivery of the component.
• The job position is organized in shifts, inducing working during nights, weekends and public holidays.
  
  

Key Responsibilities

• Manage incoming AOG and Critical Exchange Orders from FHS Customers (Airlines) and take action to ensure the release and delivery of the required components within the contractual lead-time.
• Identify customers’ needs, liaise with customers for additional information (if any) and analyze the impact of any delays in providing the part. Provide feedback to the customers on progress as per set timeline for each priority.
• Propose the most suitable solution within the FHS Supply Chain, by reviewing component airworthiness certification and physical location of the unit, ensure the solution provided meets the customers’ quality/airworthiness requirements (unique to each Civil Aviation Authority) and ensure delivery within the contractual time.
• Clarify and challenge customers’ needs and urgency to avoid any unnecessary cost impact to relevant parties.
• Manage efficient communication with customers within the stipulated Service Level Agreement (SLA) to avoid customer escalation.
• Evaluate and prioritize solutions within FHS Supply Chain to fulfill customers’ needs when under nil stock situation.
• Launch Request for Quotation (RFQ) to the part Original Manufacturer (OEM) and source in the open Market if there is no acceptable solution within the FHS Supply Chain.
• Compare and analyze quotations and understand and review the general condition of Sales of each offer.
• Place a Purchase Order if the parts meet Airbus Quality Standards and ensure pricing is within the delegated threshold.
• Negotiate with Airbus Approved Vendors for a better price offer in order to reduce impact on FHS CAPEX and OPEX
• Understand and comply with Civil Aviation requirements and Export Control regulations to avoid part rejection or breach of regulations.
• Monitor the whole process and provide regular status reporting to the customer following the order priority timeline.
• Evaluate the root causes for any order having exceeded the service level lead time.
• Manage internal meetings (backlog review, operations coordination with daily drumbeat)
• Manage Ad hoc demands, coming from Operators requesting Material for sales, loan or exchange of aerospace Material on AOG basis (out of Component on Demand working hours).
• Ensure that any required parts are sourced and shipped according to contract and maintaining contact with all involved parties throughout the whole process.
• Effectively manage various Airbus IT tools. Manage FHS IT systems with accurate data and recording all milestones in the systems correctly.
• Contribute to process improvement in highlighting issues by going through the proper escalation points within the management team.
• Ensure that contract customer requirements are processed in a timely manner and that exceptionally high quality customer service is delivered at all times.
• Act as main driver to the health of FHS supply chain by detecting and documenting abnormal status and
• drumbeating the responsible stakeholders to resolve the issues as soon as possible.
• May be assigned Duty Manager responsibilities if required.
• Upkeep and live Airbus Values, Leadership Model and Code of Conduct to be exemplary to others and to promote and increase the awareness of Airbus Values, Leadership Models and Code of Conduct.
• (do not delete, mandatory content of all JDs)
• Carry out any other task as directed by the superior. (do not delete, mandatory content of all JDs)
  

Background & Skills

Minimum Education & Experience : Diploma with min 2 year relevant working experience or Bachelor's Degree in related industry.

Other Qualifications/Skills/Behavior Traits

• Positive mindset, strong sense of rigor, organization and initiative
• Highly customer-focused, flexible, and able to work independently
• Highly reactive and comfortable with operational environment with very short term deliverables
• Team spirit with the ability to demonstrate exceptional communication and interpersonal skills.
• Negotiation Skills
• Attention to details
• Data Accuracy
• Able to work on shift (Weekday, Weekend and Public Holidays) (E) - 24/7
• Knowledge of Procurement process
• Good knowledge in Airworthiness and Aviation regulations
• Knowledge of Export Control Regulations
• Good knowledge in Maintenance and Logistics standards and procedures
• Able to prioritize emergencies tasks
• Fluent in English. Knowing Mandarin or French would be an added advantage
• Experienced with Salesforce, SAP, AMASIS or other ERP systems (E)
  

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 Customer Services Sdn Bhd

Employment Type

Permanent

Experience Level

Professional

Job Family

Customer Account and Service Management

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