Job Information
Jet Aviation AOG Duty Manager in Basel, Switzerland
AOG Duty Manager
Location:
Basel, CH
Flexible Work Arrangement: Onsite
Job Category: Customer Standards & Services
Career Level: Professional
Requisition Id: 2626
Position Summary
As an AOG Duty Manager at Jet Aviation, you will be responsible for providing successfully driving the AOG support to Jet Aviation's customers. The team of AOG Duty Managers provide 24/7 service coverage to respond to customer AOG requests and find a solution to dispatch the required resources to recover the aircraft as quickly as possible. Extensive and focussed customer communication builds customer confidence in Jet Aviation’s superior ability to resolve his aircraft’s problem by deploying the full range of Jet Aviation's service portfolio, no matter where in the world or when. In addition, the AOG Duty Manager is responsible for the administrative handling of the entire AOG project from planning through billing.
Main Responsabilities
Responds to customer AOG request as per 24/7 roster
Defines appropriate AOG solution for customer
Assess possibility of aircraft re-location to base maintenance site
Liaises with Jet Aviation sites or Gulfstream FAST or other third parties to find local solutions if appropriate
Preliminary fault evaluation (Initial questions to the customer to obtain first details and to be fed to the mechanic for troubleshooting)
Check and ensure the request falls within the capabilities of the company
Prepare an estimate in terms of timeline and pricing (labor / material / travel)
Issue downpayments and ensure the cash is collected prior aircraft release
Responsible to ensure any warranty program is captured by asking the customer at the start of the project and record it in the ERP tool
Responsible to issue and manage warranty coverage requests / work orders / work authorizations to the respective OEM’s or special program providers
Manages and updates the aircraft master database in the ERP tool
SCM responsibilities: check parts availability, purchase the part, organize shipment
Coordinate the shipment of the off-cores back to the supplier/OEM
Parts unused process (digital or physical based on supplier)
Additionnal Responsabilities
Perform compliance checks whenever required (new customers)
Create and manage opportunities and projects in Sales Force
Coordinates the dispatch of AOG mechanics, tools &material
Liaises with internal stakeholders whenever required to ensure highest level of service
Provides regular customer feedback during the execution of the project
Performs AOG project administration
Ensure written and verbal handover to peer Duty Managers
Provide billing with relevant invoicing information
Coordinate FBO arrangements for aircraft and mechanics
Check VISA requirements
Communication and coordination with Swiss customs on AOG’s in Switzerland
Manage technical records // Prepare project packages // Archiving
Create and manage projects in the ERP tool
Control and approve Margin Sheets as per DoA
Coordinate hangar space and tooling for AOG’s in projects
Manage parts AOG’s on weekends and outside business hours
Minimum Requirements
Technical degree (BTS / Associate Degree / 1-2 years study in a professional / technical area)
In depth understanding of the aerospace MRO industry, OEMs, and the regulatory framework
Technical degree (BTS / Associate Degree / 1-2 years study in a professional / technical area)
Experience as an aircraft planning engineer or a Licensed Aircraft Technician/Engineer
PC literate with MS packages and preferably SAP
Very good English language skills (verbally and written)
Ability to work flexible schedules
Desired Characteristics
Purchasing experience
Excellent communications, customer service and people skills
Strong problem solving skills
Results driven and can-do attitude – able to execute with high personal accountability
Strong initiative and self-direction
Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)