MRO Support Specialist

Job Title

MRO Customer Experience Representative

Job Description

Are you a master of multitasking who thrives at the intersection of customer satisfaction and operational excellence? Do you have a knack for solving complex logistical puzzles while maintaining a positive, solution-oriented attitude? If so, Airbus Helicopters, Inc. wants you on our team.

The Mission: As our MRO Customer Experience Representative, you will be the vital link between our internal maintenance shops and our external customers. You won't just manage accountsyou will oversee the entire lifecycle of Maintenance, Repair, and Overhaul (MRO) activities, ensuring our operations fly high and our clients stay satisfied.

Meet the Team

The Customer Support team provides aircraft operations support throughout the aircraft's operational life. The team coordinates, implements and monitors all services customized to meet the customer's specific needs, to ensure a positive customer relationship. Our Field Service teams provide technical support so our customers can operate safely and efficiently. Being based at our customers' facilities enables us to have a strong customer relationship and understanding of the airline's technical and operational needs.

Your Working Environment

A suburb just outside the Dallas-Fort Worth metropolitan area is home to Airbus Helicopters U.S. regional headquarters, where we have more than 1,000 employees. Check out one of the seven professional sports teams that also call Dallas home - you may even see a special, custom Airbus helicopter dedicated to the Dallas Cowboys flying during home games.

How We Care for You

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan ("ESOP")

• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.

• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan ("EAP") and other supplemental benefit coverages.

Your Challenges

Internal Repair & Warranty Support: 40%

• Create sales orders and service orders to initiate the repair / overhaul process.

• Manage data entry and maintain accurate records for work-in-progress (WIP) status.

• Ensure all shop warranty claims align with company guidelines and report findings to management.

• Coordinate with internal customer-facing teams, including sales managers, to support MRO schedule deliveries. Ensuring regular update of service order status on SAP.

• Work with Accounting/Finance to ensure financial requirements are met for MRO activities.

• Maintain and update internal WIP reports for stakeholders.

• Assist in handling discrepancies, disputes, and warranty requests internally.

• Create SAP Delivery transactions.

• Process necessary forms to facilitate repair and exchange transactions.

Quotes /Estimates / Pricing: 30%

• Maintain internal pricing policies and perform price/cost analysis.

• Prepare quotations for MRO areas and ensure delivery within target lead times.

• Track the status of quotes to obtain approvals from relevant teams.

• Support the internal RFP/RFQ process.

• Adhere to all internal pricing agreements, including catalogue pricing, special agreements, and company policies.

Invoicing / Crediting: 15%

• Create billing for all internally owned repair activity.

• Generate invoices and credits in accordance with internal pricing agreements.

• Support Accounting/Finance with invoice creation and follow-up.

• Issue credits/debits as required.

• Collaborate with the accounting team to meet internal account and receivable targets.

Forecast / Scheduling / Planning: 15%

• Collaborate with repair shops to agree on scheduling and planning based on internal priorities.

• Communicate updated delivery dates and lead times to internal teams.

Your Boarding Pass

• High School Diploma or equivalent experience

• Minimum five (5) years in customer support or MRO

• Clear communication skills

• Ability to multi task

• Time management skills

• Goal-oriented focus

• Ability to understand financial statements

• Microsoft Office Suite Products /G-Suite

• SAP experience

Preferred Skills

• SAP experience in SD, MM, WM or SD environment

Travel Required

• Minimal 5% Domestic and International

Citizenship

• Authorized to Work in the US without current or future need for visa sponsorship

Physical Requirements

• Onsite or remote: 100% Onsite

• Prompt regular attendance

• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. Daily

• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. Daily

• Speaking: able to speak in conversations and meetings, deliver information and participate in communications. Daily

• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts. Daily

• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Minimally

• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Minimally

• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. Minimally

• Sitting: able to sit for long periods of time in meetings, working on the computer. Daily

• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.

• Standing: able to stand for discussions in offices or on the production floor. Regularly

• Travel: able to travel independently and at short notice. Very minimal amount if at all

• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. Regularly

• Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site

• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Take your career to a new level and apply now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

This job requires an awareness of any potential compliance risks