AOG Desk Officer

Airbus; Putrajaya; On-site; MYR 90,000 - 150,000; Full time

Job summary

Airbus Customer Services Sdn Bhd in Malaysia seeks a professional to manage AOG and critical exchange orders, ensuring timely delivery and compliance with airworthiness standards. You will coordinate with airlines, liaise for information, and monitor shipments within contractual KPIs.

The role requires handling end-to-end processes, shifting across nights, weekends and public holidays, and maintaining precise records in Airbus systems.

Qualifications

• Diploma or Bachelor in a related industry is required or preferred.
• Fluent English is mandatory.
• Knowledge of aviation regulations and airworthiness is essential.
• Experience with procurement and export controls is expected.
• Strong communication, negotiation and data accuracy are required.

Responsibilities

• Manage AOG and Critical Exchange Orders to ensure parts delivery within lead-times.
• Liaise with customers for information and monitor impact of delays.
• Provide customers with progress updates within set timelines.
• Review airworthiness and location of units to ensure compliant solutions.
• Handle end-to-end process from customer request to shipment monitoring.
• Work in shifts including nights, weekends, and public holidays.
• Negotiate with vendors to optimize costs and keep within contract thresholds.
• Ensure compliance with Civil Aviation and export regulations.
• Maintain accurate data in Airbus IT systems and report milestones.

Skills

Fluent English

Procurement knowledge

Airworthiness knowledge

Export control knowledge

Maintenance & logistics standards

Shift adaptability

Negotiation skills

Data accuracy

Team spirit

ERP systems familiarity

Education

Diploma or Bachelor in related field

Tools

Salesforce

SAP

AMASIS or ERP systems

Job description

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.
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• Carry out any other task as directed by the superior.
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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

Company: Airbus Customer Services Sdn Bhd

Employment Type

Employment Type: Permanent

Experience Level

Experience Level: Professional

Job Family

Job Family: Customer Account and Service Management

Equal Opportunity Statement

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 [e-mail].

Work Flexibility

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.

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services.

In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services.

Airbus is also a European leader in defence and security and one of the world's leading space businesses.

In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.