Workflow Manager - In-Service Engineering Daily Repairs

Premium Aerotec; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Airbus In Service Engineering in Bengaluru seeks a results-driven Workflow Manager to coordinate our 24/7 Daily Repairs team. You will oversee inbound query backlogs, align engineering capacity, and ensure On-Time Delivery in high-pressure situations across global Customer Service and Design Offices.

You will not perform repairs but act as the operational anchor, bridging stakeholders, optimizing processes, and driving continuous improvement with a data-driven mindset and strong communication

Qualifications

• Bachelor's degree in Aerospace, Mechanical, Electrical, Civil, Production, Industrial Engineering and Project Management (or equivalent).
• 10+ years of professional experience in airline operations, aerospace manufacturing, MRO, or fleet technical support role and project management.

Responsibilities

• Act as the core operational bridge between technical operations, account managers, engineering leads, and international design offices.
• Track real-time engineering availability and workloads to ensure SLA compliance while optimizing team utilization.
• Route incoming technical queries to the appropriate engineering teams based on ATA chapters and prioritize by safety and urgency.
• Monitor KPIs like On Time Delivery and cost impact, and drive root-cause analyses and corrective actions.
• Define priorities with Customer Services teams and drive continuous process improvements.

Skills

Crisis resilience

Customer centricity

Interpersonal communication

Cross-functional collaboration

Education

Bachelor's degree in Aerospace or related

Job description

About Airbus In Service Engineering

The In-Service Engineering department serves as the technical backbone of Airbuss customer support network, resolving over 200,000 repair and engineering queries annually for global airlines and Maintenance, Repair, and Overhaul (MRO) organizations. When A/C structure is damaged, it requires a quick restoration. Typically, when this happens, passengers are waiting to take-off, and Airlines are losing money. We are developing engineers ability to establish and deliver, for all fleets, safe, timely and consistent solutions to the technical daily queries raised by the customer support for Technical issues in operations. Functioning in a high-volume, time-critical environment, the department delivers precise technical solutions and actionable repair data to maintain fleet airworthiness and minimize Aircraft-On-Ground (AOG) events. Rapid, reliable technical support is a fundamental pillar of Airbuss strategy to strengthen customer relations, maintain operational reliability, and build long-term trust.

Position Overview

We are seeking an approachable, empathetic and resilient Workflow Manager who combines a collaborative, humble mindset with strong analytical rigour to lead our In-Service Daily Repairs team (Fuselage). In this role, you will not perform repairs directly; rather, you will serve as the crucial operational anchor orchestrating our 24/7 support. You will manage incoming query backlogs, optimize engineering capacity, mitigate operational risks, and bridge communication across global Customer Service teams, subcontractors, and international Design Offices (BLR, EU, UK, China, USA) ensuring seamless alignment, trust, and On-Time Delivery during high-pressure, time-critical situations.

Key Responsibilities

• Stakeholder Liaison Governance
  • Act as the core operational bridge between technical operations, account managers, engineering leads, and international design offices.
  • Establish and drive robust governance and reporting intervals with Customer Services and global Design Offices (BLR/EU/UK/China/USA) to monitor performance and deliver value-add initiatives.
  • Manage the expectations of internal Customer Service stakeholders demanding immediate resolution, balancing diplomacy with engineering constraints.
  • Ensure a continuous feedback loop of in-service experiences, chronic maintenance issues, and significant fleet challenges back to management, suppliers, and design organizations.
• Resource Capacity Planning Risk Management
  • Track real-time engineering availability, shift patterns, and current workloads to ensure SLA (Service Level Agreement) compliance while proactively managing optimum utilization of the team.
  • Project and anticipate operational risks stemming from resource capacity crunches, high-volume workload forecasts, or supplier disruptions, proactively proposing corrective actions.
  • Analyze operational dashboards (utilizing Airbus data analytics tools like Skywise) to identify processing bottlenecks (e.g., specific fleet or ATA backlogs) and recommend targeted team / engineer upskilling.
• Workflow Backlog Management
  • Efficiently route incoming technical queries from global customer services to the respective engineering teams based on the affected ATA chapters, ensuring strict adherence to Time and Quality targets.
  • Prioritize the engineering backlog based on safety implications, operational urgency and airline tier rather than a "first-come, first-served" basis.
  • Evaluate the priority and complexity of the incoming topics and manage them accordingly (e.g. distinguishing immediately between routine maintenance queries and high-pressure Aircraft on Ground (AOG) situations requiring swift escalation).
  • Defining priorities in cooperation with the Customer Services teams.
  • Keep track of the progress and manage any changes arising due to operational constraints
  • Identifying and leading improvement initiatives to the workflow process looking for transverse harmonization
• Continuous Improvement Reporting
  • Monitor the key performance indicators such as OTD (On Time Delivery) and effort per unit to anticipate cost relevant effects, triggering relevant root cause assessments and corrective actions in case of deviation and/or anticipation of changes.
  • Create clear, precise, and high-impact presentations on complex operational and technical topics for relevant stakeholders and forums.
  • Propose, drive, and support process optimization and automation ideas to improve unit-cost reduction and daily operational efficiency.
  • Use existing and past databases to better predict the operational capacity and optimum balance in resource availability. Anticipate the risks and propose the mitigation actions. Escalate timely to the right level as necessary.
  • Monitoring progress and ensuring On Time Delivery is met.

Required Skills Qualifications

• Education: Bachelor s degree (4-year program) in Aerospace, Mechanical, Electrical, Civil, Production, Industrial Engineering and Project Management (or equivalent).
• Experience: 10+ years of professional experience in airline operations, aerospace manufacturing, MRO, or fleet technical support role and project management.

Behavioral Interpersonal Attributes

• Crisis Resilience: Proven ability to remain calm, analytical, and clear-headed during high-pressure, time-critical AOG situations.
• Customer Centricity: A strong solution oriented with a genuine passion for solving complex operational challenges for global customers. Capability to translate customer requirements into operational deliverables and to prioritize
• Communication Collaboration: Advanced interpersonal, negotiation, solving the conflicts without being authoritative, empathetic, being humble and presentation skills (oral and written English) tailored for a highly cross-functional and multicultural corporate environment. To collaborate well within a team to build the required trust, to work independently when required
• Mindset: An adaptable, reliable, and tenacious team player who embraces continuous learning and thrives on short-term (hourly) to long-term (yearly) operational challenges.

Technical Operational Competencies

• Mandatory:
  • Strong foundational knowledge of commercial aircraft systems and familiarity across various ATA Chapters.
  • Understanding of Design, Stress, Methods Principles, and Airworthiness requirements when designing aircraft structure
  • Experience with, or a strong aptitude for data analytics platforms and dashboard management (experience with Skywise is a distinct advantage).
  • Very good communication and influencing skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.