AOG Customer Resolution Specialist

Job Description

Job Description

Lead Critical Mission Support: Become an AOG Customer Resolution Specialist with PDS Tech Commercial

Location: Herndon, VA | Payrate: $29 - $33/hour | Schedule : Rotating Shifts

Drive Rapid, High-Stakes Solutions That Keep Aircraft Flying

PDS Tech Commercial is partnering with a leader in the aerospace industry to hire a highly capable Aircraft on Ground (AOG) Customer Resolution Specialist . In this critical role, you will be at the center of time-sensitive operations, ensuring that grounded aircraft receive the fast, accurate, and expertly coordinated support needed to return to service. Your decisions and strategic problem-solving will directly impact flight operations across the globe.

What You Will Do: Key Responsibilities

Order Processing / Customer Support – 50%

• Receive, review, analyze, and process AOG orders in CRM and ERP systems.

• Assess urgency, validate requirements, and prioritize orders based on criticality.

• Process quotations and conduct credit authorization reviews, including AOG cases exceeding credit limits.

• Identify and escalate urgent situations and partner with In-Service Engineering to explore technical solutions.

• Provide supplier performance feedback to Supplier Management.

• Coordinate with Data Management and Technical Teams to resolve part setup gaps in the ERP system.

• Manage AOG drop-shipments in collaboration with Supply Management and Tier 1 suppliers.

• Resolve pricing discrepancies with the Pricing Team.

Customer Communication / Relationship Building – 20%

• Communicate order status, updates, and resolutions through phone and CRM (Freshdesk).

• Present alternative solutions and facilitate collaboration between the customer and internal resources.

• Coordinate optimal freight solutions with Supply Chain Officers to ensure on-time delivery.

• Investigate and resolve customer complaints, escalating when necessary.

• Lead internal cross-functional meetings to address AOG requirements.

Reporting and Technical Support – 20%

• Conduct handoff meetings with other AOG team members at shift changes.

• Lead daily AOG meetings with Engineering, Quality, and Supply Chain to drive order resolution.

• Use technical documentation to explore alternatives and collaborate with technical departments to support customer inquiries.

• Participate in daily operations calls and internal or customer meetings to provide updates on priority cases.

Other Duties – 10%

• Support additional tasks and assignments as needed.

What You Bring: Required & Preferred Qualifications

Required

• Bachelor’s Degree or equivalent applicable experience.

• Minimum 3 years of customer service experience in a fast-paced environment (airline materials management, supply chain, logistics, airline operations, or aircraft maintenance preferred).

• Experience in aviation or military support environments (technical, logistics, or supply chain).

• Ability to work rotating shifts across 1st, 2nd, and 3rd shifts in a 24/7/365 AOG operation.

• Proficiency in Google Suite and Microsoft Office tools.

• Ability to work in the United States without current or future visa sponsorship.

• Ability to travel up to 5% domestically and internationally.

Preferred

• Previous AOG support experience.

• Familiarity with CRM and ERP systems used in aerospace operations.

Work Environment & Physical Requirements

• Hybrid onsite role: 60% onsite / minimum 3 days per week in office .

• Ability to stand, sit, walk, operate office equipment, and occasionally lift or carry up to 30 lbs.

• Ability to read technical documents and participate in phone, virtual, and in-person discussions.

• Ability to travel at short notice.

• PPE required for shop floor visits (steel-toed shoes, hearing/eye protection, etc.).

Why This Role Matters

AOG support is one of the most fast-paced and high-impact areas in aerospace operations. Customers depend on rapid, precise communication and confident decision-making—your work ensures aircraft return to service quickly and safely. You’ll collaborate with Supply Chain, Engineering, Quality, Logistics, and Manufacturing teams to solve urgent challenges that directly support global aviation readiness.

Ready to Take on a High-Impact Aerospace Role?

If you excel in urgent, high-visibility environments and have a passion for solving complex logistical and technical challenges, we want to hear from you.

Apply today and help keep aircraft flying when the stakes are highest.

This position requires use of information or access to facilities subject to the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). These regulations may limit access of controlled technologies: 1) to U.S. Persons, including U.S. Citizens, lawful permanent residents, and other narrow categories including refugees and asylees, or 2) to certain foreign nationals that have received an export license.

Pay Details: $29.00 to $33.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.