Workflow Manager – In-Service Engineering Daily Repairs

Job Description:

About Airbus In Service Engineering

The In-Service Engineering department serves as the technical backbone of Airbus's customer support network, resolving over 200,000 repair and engineering queries annually for global airlines and Maintenance, Repair, and Overhaul (MRO) organizations. When A/C structure is damaged, it requires a quick restoration. Typically, when this happens, passengers are waiting to take-off, and Airlines are losing money. We are developing engineers’ ability to establish and deliver, for all fleets, safe, timely and consistent solutions to the technical daily queries raised by the customer support for Technical issues in operations. Functioning in a high-volume, time-critical environment, the department delivers precise technical solutions and actionable repair data to maintain fleet airworthiness and minimize Aircraft-On-Ground (AOG) events. Rapid, reliable technical support is a fundamental pillar of Airbus's strategy to strengthen customer relations, maintain operational reliability, and build long-term trust.

Position Overview

We are seeking an approachable, empathetic and resilient Workflow Manager who combines a collaborative, humble mindset with strong analytical rigour to lead our In-Service Daily Repairs team (Fuselage). In this role, you will not perform repairs directly; rather, you will serve as the crucial operational anchor orchestrating our 24/7 support. You will manage incoming query backlogs, optimize engineering capacity, mitigate operational risks, and bridge communication across global Customer Service teams, subcontractors, and international Design Offices (BLR, EU, UK, China, USA ensuring seamless alignment, trust, and On-Time Delivery during high-pressure, time-critical situations

Key Responsibilities

1. Stakeholder Liaison & Governance

• Act as the core operational bridge between technical operations, account managers, engineering leads, and international design offices.
• Establish and drive robust governance and reporting intervals with Customer Services and global Design Offices (BLR/EU/UK/China/USA) to monitor performance and deliver value-add initiatives.
• Manage the expectations of internal Customer Service stakeholders demanding immediate resolution, balancing diplomacy with engineering constraints.
• Ensure a continuous feedback loop of in-service experiences, chronic maintenance issues, and significant fleet challenges back to management, suppliers, and design organizations.

2. Resource Capacity Planning & Risk Management

• Track real-time engineering availability, shift patterns, and current workloads to ensure SLA (Service Level Agreement) compliance while proactively managing optimum utilization of the team.
• Project and anticipate operational risks stemming from resource capacity crunches, high-volume workload forecasts, or supplier disruptions, proactively proposing corrective actions.
• Analyze operational dashboards (utilizing Airbus data analytics tools like Skywise) to identify processing bottlenecks (e.g., specific fleet or ATA backlogs) and recommend targeted team / engineer upskilling.

3. Workflow & Backlog Management

• Efficiently route incoming technical queries from global customer services to the respective engineering teams based on the affected ATA chapters, ensuring strict adherence to Time and Quality targets.
• Prioritize the engineering backlog based on safety implications, operational urgency and airline tier rather than a "first-come, first-served" basis.
• Evaluate the priority and complexity of the incoming topics and manage them accordingly (e.g. distinguishing immediately between routine maintenance queries and high-pressure Aircraft on Ground (AOG) situations requiring swift escalation).
• Defining priorities in cooperation with the Customer Services teams.
• Keep track of the progress and manage any changes arising due to operational constraints
• Identifying and leading improvement initiatives to the workflow process looking for transverse harmonization

4. Continuous Improvement & Reporting

• Monitor the key performance indicators such as OTD (On Time Delivery) and effort per unit to anticipate cost relevant effects, triggering relevant root cause assessments and corrective actions in case of deviation and/or anticipation of changes.
• Create clear, precise, and high-impact presentations on complex operational and technical topics for relevant stakeholders and forums.
• Propose, drive, and support process optimization and automation ideas to improve unit-cost reduction and daily operational efficiency.
• Use existing and past databases to better predict the operational capacity and optimum balance in resource availability. Anticipate the risks and propose the mitigation actions. Escalate timely to the right level as necessary.
• Monitoring progress and ensuring On Time Delivery is met.

Required Skills & Qualifications

Education & Experience

• Education: Bachelor’s degree (4-year program) in Aerospace, Mechanical, Electrical, Civil, Production, Industrial Engineering and Project Management (or equivalent).
• Experience: 10+ years of professional experience in airline operations, aerospace manufacturing, MRO, or fleet technical support role and project management.

Behavioral & Interpersonal Attributes

• Crisis Resilience: Proven ability to remain calm, analytical, and clear-headed during high-pressure, time-critical AOG situations.
• Customer Centricity: A strong solution oriented with a genuine passion for solving complex operational challenges for global customers. Capability to translate customer requirements into operational deliverables and to prioritize
• Communication & Collaboration: Advanced interpersonal, negotiation, solving the conflicts without being authoritative, empathetic, being humble and presentation skills (oral and written English) tailored for a highly cross-functional and multicultural corporate environment. To collaborate well within a team to build the required trust, to work independently when required
• Mindset: An adaptable, reliable, and tenacious team player who embraces continuous learning and thrives on short-term (hourly) to long-term (yearly) operational challenges.

Technical & Operational Competencies

• Mandatory:
  • Strong foundational knowledge of commercial aircraft systems and familiarity across various ATA Chapters.
  • Understanding of Design, Stress, Methods & Principles, and Airworthiness requirements when designing aircraft structure
  • Experience with, or a strong aptitude for data analytics platforms and dashboard management (experience with Skywise is a distinct advantage).
  • Very good communication and influencing skills
  • Ability to manage high-volume task allocations, balance team bandwidth, and resolve operational bottlenecks to consistently ensure On-Time Delivery (OTD).
  • Prioritization of critical technical queries based on operational urgency and tracking Service Level Agreements (SLAs) through robust risk and escalation management.
• Recommended:
  • High familiarity with standard aviation documentation (e.g., AMM, SRM, IPC, MEL) and global regulatory frameworks (EASA, FAA, etc.).
  • Ability to quickly master the specific technical competencies of the engineering team (Avionics, Structures, Propulsion, Cabin) and understand internal signature delegations/sign-off authorities.
  • Robust understanding of airline operations, maintenance environments, and aircraft leasing/service structures

Additional Requirements

• Willingness and ability to travel internationally for business as required.
• A strict commitment to integrity, professional ethics, and compliance risk awareness.

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.

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