AOG Duty Manager

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 focused 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 quote-to-cash process.

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
• Experience in aircraft project management or a Senior 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

Main Responsibilities

• Responds to customer AOG request as per 24/7 roster 
• Defines appropriate AOG solution for customer with JBSL AOG team Engineers.
• 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
• Perform compliance checks whenever required (new customers/authorities’ approvals A/C compliance)
• 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 SAP/Salesforce
• 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 SAP

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)
• Create and manage opportunities and projects in Sales Force
• 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 team with relevant invoicing information
• 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 (SAP)
• 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 for Aftermarket.

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)