AOG Customer Service Specialist (d/f/m)
// Role Summary
Join our AOG Management team in Hamburg as an Aircraft On Ground (AOG) Customer Service Specialist, providing 24/7 global aircraft recovery solutions and ensuring timely delivery of spare parts.
// Key Responsibilities
- Deliver 24/7/365 aircraft recovery solutions for AOG material requirements.
- Coordinate spare parts order process from receipt to delivery follow-up.
- Ensure on-time delivery across EMEA and APAC regions.
- Identify alternative solutions for complex AOG situations.
- Requires shift work on a 24/7 pattern, including weekends and nights.
// Role Specification
AOG Customer Service Specialist (d/f/m)
We are seeking an AOG Customer Service Specialist to join our AOG Management team in Hamburg. You will be part of a dedicated team of approximately 50 colleagues, serving Airbus customers globally with 24/7 aircraft recovery solutions in a collaborative, international environment.
HOW YOU WILL CONTRIBUTE TO THE TEAM
- Serve and satisfy customer Aircraft On Ground (AOG) material requirements 24/7/365 by delivering favorable solutions.
- Coordinate the customer and Airbus spare parts order process, administering customer orders from receipt and sourcing to escalation and delivery follow-up.
- Ensure on-time delivery of spare parts and related services to customers across the EMEA and APAC regions using technical and commercial data.
- Identify alternative solutions for complex AOG situations to recover customer aircraft around the world.
- Interact directly with international customers to provide a helpful, culturally aware customer service experience.
- Develop creative solutions independently while maintaining a high standard of customer support.
This position requires shift work on a 24/7 pattern, including weekends, nights and bank holidays (37.5 hours/week).
ABOUT YOU
- Educated to degree level in Supply Chain, Engineering or a related discipline (or equivalent practical experience).
- Solid professional experience within an AOG desk environment, material management or a comparable role.
- Solid knowledge of SAP SD, MM and WM modules.
- Solid knowledge of technical data, including IPC, CMM and technical drawings.
- Demonstrated experience in stakeholder management and proactive problem-solving.
- Strong communication, coordination and intercultural awareness skills.
- English language skills at negotiation level; knowledge of Chinese or another additional language is an advantage.
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.
About SATAIR
Satair is an Airbus Services company offering first-class material management solutions in the aviation aftermarket industry. We take pride in delivering an excellent customer experience around the clock, driving innovation, and contributing to aviation’s digital and sustainable transformation. With our global functional organisation spanning 12 sites and locations worldwide, and a team of over 2,000 people supporting a $3.9 billion turnover, you will be part of a truly global company that continues to grow year after year.