AOG Specialist

Safran Aerosystems Services Customer Services And Support

To better satisfy our customers and respond to them at any time, Safran Aerosystems has developed an AOG(Aircraft on Ground)/Urgent Demand Spare Parts service. As an AOG Specialist, you will be fully responsible for handling AOG/Urgent Demand requests during the Americas time slot (11:00am to 7:00pm ET). This role acts as the AOG focal point within SAO and ensures the proper execution of these requests. In addition to AOG responsibilities, this role will support Customer Claims processing and manage their dedicated customer accounts, he/she will coordinate the day-to-day activity for customer requests, processes customer orders and quotes, and maintains high quality and professional communication with internal and external Customers.

DUTIES AND RESPONSIBILITIES This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Manage the AOG telephone line and the View email address on click.appcast.io mailbox for all customer requests in the SAS CRM/Salesforce, in accordance with contractual conditions (quotations/orders), from receipt of the request to the shipment of the part/customer confirmation of receipt.
• Ensure that all daily requests have been processed before handing over AOG responsibilities to the next team (no pending emails at the end of the day).
• Respond to immediate part availability request and quotation inquiries within short deadlines (1 hour for customer response 4 hours for part availability information for an AOG).
• Ensure the AOG request is eligible and submit it to AOG Desk Management for decision.
• Enter customer orders (new orders or updates to existing orders).
• Collect pricing information for parts without predefined prices.
• Ensure export compliance in accordance with the export control department.
• Propose delivery lead times matching customer expectations (same-day CRD for an AOG).
• Place internal orders (OA) with the BUs if the part is not available in CSS stock.
• Ensure AOG fees are correctly applied when necessary.
• Request and monitor order line progress with the solutions provider or other stakeholders such as BUs, warehouses, finance, pricing, FO, etc.
• Monitor the AOG, AOG EDI, and AOG Upgrade order backlog in line with contractual requirements and manage claims with management support.
• Coordinate request between the different BUs, CIW, and internal services.
• Manage the telephone "handover" between the 3 "Follow the Sun" regions and OEMs with clear explanations and instructions.
• Ensure daily updates to Handover message and information relating to pending actions.
• Ensure prompt regularization of orders processed outside the ERM (OEMs during weekends and holidays).
• Guarantee the success of AOG request through end-to-end follow-up until closure of cases.

Job Requirements

QUALIFICATION AND REQUIREMENTS Proficiency with ERP (M3), MS office tools, Bi Tool, CRM Salesforce experience preferred Excellent communication skills (written, verbal and interpersonal). Ability to adapt to change. Strong multitasking and time-management skills. Able to prioritize all responsibilities with a strong sense of urgency Developed problem solving skills and the ability to focus attention on details. Interpersonal and team building skills. BS/BA degree preferred Minimum of 5 years in a customer service role In-Office work environment.

But What Else? (Advantages, Specific Features, Etc.)

Close requests after sending the invoice, delivery tracking, or POD to the customer. Manage the number of open requests in Salesforce in line with ongoing AOG orders, ensuring accurate data in each request and in templates. Manage updates regarding BU closures. Non-AOG responsibilities include:

• Managing the day-to-day operations assigned Customer Accounts.
• Perform customer Service spare order/quote review: Prepares, enters and follow-up orders to ensure orders comply with Safran Terms & Conditions.
• Work cross functionally with other departments in resolving customer issues and escalations: including but not limited to returns, quality issues, order discrepancies and transportation /delivery of material.
• Build sustainable relationships and trust with customer accounts.
• Serve as backup Claims Analyst: Handle customer complaints; provide appropriate solutions and alternatives solutions when applicable.

Company Information

Safran is an international high-technology group operating in the fields of aerospace (propulsion, equipment and interiors), space and defense. Its mission is to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. Present on every continent, the Group employs 110,000 people and generated 31.3 billion in revenue in 2025. Safran holds, either independently or through partnerships, leading global or European positions in its markets. Safran was ranked second in the Aerospace & Defense sector in TIME magazine's "World's Best Companies 2025" ranking. Join Safran Aerosystems: an international leader in aviation safety, fluid management and fuel systems. Our strength? Innovating to enhance flight safety (oxygen systems, evacuation systems, flotation systems) and driving the transition toward decarbonized aviation through sustainable fuels. 6,200 employees, operations in 7 countries, and one shared objective: a safer sky.

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