MRO Customer Experience Representative

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Job Description:
Airbus Helicopters is looking for a MRO Customer Experience Representative to join our Customer Service Team in Grand Prairie, TX.
In this role, you will provide internal and external customer support to streamline MRO business processes. You will also interface with internal and external customers to provide WIP (Work-in-Progress) status, delivery dates, quotes/estimates, invoices/credits technical inquiries and logistical details.
Meet The Team:
From building to servicing the next generation of aerospace, our team focuses on quality, productivity and efficiency. We ensure the highest quality of care and safety is built into each aircraft we assemble and maintain. Our team members make it happen.
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.
Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.
Your Challenges:
Customer Interface - Ordering Process: 40%
Create customer sales orders, initiate work orders and data input for monitoring W/O status
Close work orders and sales orders after delivery.
Accept Easy orders received through customer portal
Maintain shop warranty claims are within company guidelines. Report finding to management
Ensure customer agreements/contracts are in line with company directives
Interface with CSR for Exchange (warranty, PBH, standard) orders
Interface with CSM/ Sales Managers to promote and sell MRO services
Coordinate with Accounting/Finance to insure customers have sufficient credit approval and credit limits
100 % replies to all customer for MRO related requests
Deliver parts per assigned targets
Administer necessary forms to facilitate repair and exchange transactions
Handle routine customer discrepancies, disputes, and warranty requests
Advise customers of freight options as necessary to ensure on time delivery, communicating tracking info.
Offer exchanges for units when necessary
Provide advance exchanges when requested
Maintain and update WIP report
Notify customers of shipment tracking AWB
Create SAP Delivery, Pick, Pack, and Post Goods Delivery transactions
Collect end-user statements for export compliance
Create/Print SAP Delivery notes & TF documents
Quotes /Estimates / Pricing: 30%
Maintain pricing policy and perform Price/Cost analysis
Develop, maintain and adhere to yearly MRO catalogue
Prepare the quotation for all MRO areas and deliver quotation within the target lead-time
Track status of customer quotes to obtain approval within 5 calendar days
Assist in RFP/RFQ process
Track status of customer quotes to obtain approval within 5 calendar days
Adhere to all pricing agreements to include but not limited to catalogue pricing, special agreements, service agreements, commercial contacts, government contracts, and Airbus Group policies/procedures
Invoicing / Crediting: 15%
Create/Prepare billing for all customer owned activity
Create invoice/credits in accordance with pricing agreements
Assist Accounting/Finance with invoice creation/follow-up
Issue credits/debits as required
Support accounting to reach account & receivables target
Forecast / Scheduling / Planning: 15%
Challenge/Agree on Scheduling/Planning with Shops in accordance with customer priorities
Communicate an updated delivery dates to customers and guarantee 95% OTD
Your Boarding Pass:
High School Diploma or equivalent experience
Minimum five (5) years in customer support or MRO
Microsoft Office Suite Products
SAP experience
Microsoft Excel analytical skills
Ability to understand financial statements
Authorized to work in the US
Preferred Education/Skills:
Bachelor degree in associated field
SAP experience in SD, MM, WM or SD environment
Experience with Dynamic Components (engines, crankshafts, pistons, etc)
Six Sigma Green belt

Physical Requirements:
Onsite or remote: 99% Onsite
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 online now.
A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.
As a matter of policy, Airbus Helicopters, Inc. does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.
Company:
Airbus Helicopters, Inc.
Employment Type:
US - Direct Hire
Experience Level:
Professional
Remote Type:
On-site
Job Family:
Material Support & services
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Job Posting End Date: 06.14.2025
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Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will . click apply for full job details