Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.
A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.
Airbus has built on its strong European heritage to become truly international with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000.
AIRBUS requires that all new employees and temporary workers of Airbus be fully vaccinated against COVID-19. Airbus allows candidates who are not fully vaccinated at the time of hire a reasonable amount of time to obtain vaccinated status. This position requires vaccination against COVID-19 or, if applicable, an approved accommodation for religious or medical reasons.
Position Summary: As a key participant to the Airbus industrial Customer Multi-Functional Team (FCM, Production, Quality, Contracts and Flight Test), the Aircraft Quality Customer Manager (AQCM) will represent the Airbus Quality organization in front of airline Customers along the aircraft assembly process until delivery to the final customers. The AQCM is the interface to the Customer on all quality related matters.
The AQCM is responsible for managing customer quality issues as part of Airbus delivery team, by investigating the technical issue, communicating to the MFT, production team, and airlines/lessor representatives (aligned with MFT), and initiate and coordinate containment/corrective actions to ensure customer satisfaction.
Primary Responsibilities:
As single point of contact for all Customer Quality matters for Production and Delivery phase the AQCM works in close coordination with the MFTs to:
- Define and prioritize the Quality Top "Irritants" for a given Customer to manage the customer feedback loop internally and cross functions.
- Provide data analysis to create the custom snag reduction strategy to de-risk aircraft deliveries,
- Launch, coordinate and support key Quality containment (CPB) and corrective actions and projects to enhance Customers
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- Ensure Customer Communication for all Quality related points (during ASRM, Final Cabin, Delivery or dedicated meetings).
- Foster fleet wide actions consistency and anticipation mindset.
- Ensure visibility of in-service issues and management of relevant containment/corrective actions.
- Be present at the welcome meeting for customer deliveries.
- Set up and maintain a set of quality reporting indicators, including product quality, on corrective action management and on customer satisfaction.
- Obtain required evidence that the process and product comply with customer requirements.
- Coordinate with customers to schedule Customer Inspections/Stages, including reallocation/swaps.
- Prepare Customer Inspections/Stages with the MFT.
- Monitor the customer stage progression chart.
- Debrief MFT on Customer Inspection/Stage results.
- Own the AOS Brick - Customer Protection Board.
- Ensure Customer delivery documentation readiness.
- Conduct investigation and reports for in-service Customer Quality findings (QIRs).
Qualified Experience / Skills / Training
Education:
- Bachelor's degree in aerospace, engineering, manufacturing management or business/customer relationship management, or an equivalent combination of education and experience is preferred.
Experience:
- Minimum 5 years' experience in aerospace or customer service/relationship management, or equivalent environment; however, experience in quality is preferred.
- Experience in problem resolution.
- Experience working with quality management systems.
Knowledge, Skills, Demonstrated Capabilities:
- High degree of flexibility and initiative.
- Knowledge of the Airbus A220 Quality Management System and its networks.
- Strong and effective Practical Problem Solving skills (demonstrable).
- KPI and Pareto understanding.
- Strong communication skills through all levels of the organization and Functions.
- Strong international communication skills.
- Strong presentation skills.
Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):
- Effective verbal and written communication skills. Specifically in English which is required when operating in a multicultural and multifunctional environment.
Technical Systems Proficiency:
- Must be able to use Microsoft Office and Google Suite products.
Travel Required:
- Periods of infrequent travel.
Eligibility:
- Authorized to work in the U.S.
Decision Making, Complexity:
- Person will have decision making power within the guidelines and procedures linked to the listed responsibilities defined above.
- Person will have decision making power formally delegated to him/her from the Head of Quality Product Improvement.
- Person will have decision making power within the defined scope of SME (Subject Matter Expert) for which they can and may be nominated.
- Exposure to high management meetings with HO Programme, HO Quality, HO Production, Customer Representatives.
- Interfaces with Mirabel A220 and other AQCMs across Airbus FALs.
Job Dimensions, Contributions to Success:
- Person has direct influence on the reduction Cost of Non-Quality affecting the financial position of Airbus.
- Person has direct and high impact on Customer satisfaction through improving the Quality of the Product/Process and being the sole interface with the airline customers on quality topics through the aircraft FAL and Delivery process.
- Compliance of the Airbus QMS and its impact on the regulatory approvals which are given to Airbus by the Aviation Authorities.
Nature of Contacts:
Involved communication on a regular basis with internal and external parties.
Physical Requirements:
- Vision: adequate to enter and read material on computer screens. Able to identify individuals to initiate greetings, the giving of directions and other business interactions.
- Hearing: able to hear sufficiently to engage in conversation in office settings; Able to hear safety alerts and warning signals.
- Speaking: able to engage in conversations in person and via electronic means and deliver information to groups of varying size with or without amplification.
- Equipment Operation: Able to operate a wide range of tools and equipment including hydraulic lifts and arms.
- Carrying: able to occasionally carry up to 20lbs/9kg while engaging in training, addressing production issues or as part of continuous improvement projects.
- Lifting: able to occasionally lift up to 30lbs/14kg.
- Pushing/Pulling: able to push/pull items in office areas and on the shop.
- Sitting: able to sit for extended periods of time at computer and in meetings.
- Squatting/Kneeling: able to occasionally squat or kneel to retrieve or replace items shelved on bottom shelves.
- Standing: able to stand for extended periods of time delivering information.
- Travel/Mobility: able to travel overseas and domestically sometimes for extended periods of time and on short notice.
- Walking: able to walk through office and production areas, around flight line and airstrips and sometimes on uneven indoor or outdoor surfaces other business interactions.
- Space Limitations: Working on jigs at the fuselage at a height of 15 feet.
Airbus in America 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 or genetics. In addition to federal law requirements, Airbus in America 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, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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 in America expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Airbus's employees to perform their job duties may result in discipline up to and including discharge.