Accountability:

Within the framework of the Airbus Customer Services policy and processes, the jobholder is responsible for the delivery of an End to End solution aiming the resolution of Airbus aircraft AOG situation and urgent concerns, reported by Chinese customers.

Main responsibilities:

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

i. To ensure and maintain continues means of communication with Customer.

ii. To work in conjunction with customer Maintenance Control Centre personnel (by all the means available Phone call, Video, TR, email) in analysing the scenarios of an AOG situation and identify the most efficient solution tailored to the Customer request.

iii. To provide with the best immediate recommendations to customer while avoiding potential liability issues and ensuring safety of the passengers, A/L personnel and A/C in compliance with Airworthiness regulations.

iv. To identify reusable solution that may be applied for the resolution of a specific AOG situation

v. Be able to identify his autonomy limits by initiating a support request to AIRTAC Toulouse team when AOG resolution requires Engineering support competences.

vi. 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.

vii. To timely manage and respond to all Customer technical AOG and work stoppage in service requests System.

viii. To ensure the solution addresses all technical aspects across all affected ATA chapters.

B. Responsibilities linked with improvement AIRTAC-Ops Centre business efficiency

i. To detect and report when room for improvement are identified in AOG resolution in order to launch corrective actions

ii. To contribute to the capitalisation and the sharing of the best practices

Dimensions

- Approx. 1200 AOG events to fix per year

- Airbus fleet size will reach more than 2000 aircraft end of 2021.

- Domains of activities: A/C systems

Fluent in English and Chinese

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