Job Description

Ontic, a leading licensor and manufacturer of complex engineering parts for the global aerospace and defence industries, are now recruiting for an AOG (Aircraft on Ground) Support Specialist to join our team and manage critical customer accounts in the fast-paced AOG environment. The role will cover day and night shifts on rotation. This role will be based at our Tewkesbury site.
Ontic is a more than just a business, we're a community of innovators who pride ourselves on fostering a culture where talent thrives, ideas flourish, and careers are built. We're committed to excellence, driving us to continuously improve and adapt, ensuring that we remain at the forefront of our industry.
The Role:
As an AOG Support Specialist at Ontic, you will be responsible for managing and resolving AOG situations for our customers, ensuring rapid response and turnaround times to minimize aircraft downtime. The role involves direct communication with customers, suppliers, and internal teams to provide exceptional service and support during critical aircraft-on-ground scenarios. You will act as the primary point of contact for assigned accounts, coordinating all AOG-related activities and ensuring that the customers' needs are met promptly and effectively.
Key Responsibilities:AOG Response & Resolution: Manage and oversee all AOG requests for customers, ensuring timely and accurate responses to minimize aircraft downtime. Collaborate with internal teams to prioritize and expedite services. Customer Relationship Management: Build and maintain strong, professional relationships with customers, understanding their specific needs and expectations related to AOG situations. Act as the customer's advocate within Ontic. Coordination & Communication: Facilitate communication between customers, suppliers, logistics teams, and technical departments to ensure smooth and efficient handling of AOG situations. Provide regular updates to customers on the status of their requests and progress. Problem Solving: Address and resolve any challenges or roadblocks related to AOG cases, working closely with internal teams to find creative solutions that meet customer needs. Quality Assurance: Ensure that all AOG services are delivered in compliance with Ontic's quality standards and regulatory requirements. Oversee the timely delivery of parts, components, or services needed to resolve AOGs. Documentation & Reporting: Maintain accurate and up-to-date records of all AOG cases, tracking progress, timelines, and outcomes. Prepare and present reports on AOG performance and trends to management as needed. Continuous Improvement: Identify opportunities for process improvements within the AOG function, contributing to the development of best practices that enhance customer satisfaction and operational efficiency.

Other Duties Include:Dealing with AOG shipments and imports & exports start-finish Quoting customers Sending pre-alerts Responding to urgent queries and requests from customers for urgent shipments Pro-actively engage with the allocated Programme and Operations managers to ensure quick AOG response times. Managing core units through the repair loop to build an exchange pool. Funnelling technical queries through the business and tracking responses.

Shift Pattern:
We will be operating 24/7 through a shift pattern. You will be expected to cover day and nightshifts on rotation. Normal working hours are 42.5 hours per week.
About you:
At Ontic, our culture is integral to making sure we enjoy our work and deliver for our customers. While we look for the right skillset, we're also looking for someone who will thrive within our recognition and empowerment culture.
To be successful in this role you'll need to have experience in AOG management or customer service within the aerospace, aviation, or relevant industries. Familiarity with the complexities of AOG response processes and customer expectations.
Skills:Strong problem-solving abilities and a proactive approach to managing urgent situations. Excellent communication and interpersonal skills, with the ability to work well with diverse teams and customers. Ability to multitask and prioritize in a fast-paced, high-pressure environment. Solid understanding of aircraft systems, components, and MRO services is preferred. Advanced Microsoft Office - Word, Excel, Outlook and easily adapt to inhouse IT systems.

Benefits
At Ontic we care about your financial, physical, and mental wellness so we offer a range of benefits to support this, we care about what matters to you and have a valued culture of recognition and empowerment, accompanied by benefits that support work/life balance.
Our benefits package highlights include:Up to 29 days annual leave plus Bank Holidays 10 hours paid volunteering time Annual goal share bonus scheme for all employees 24/7 Employee Assistance Program (EAP) Discounts and offers from a range of retailers

Best place to work
We are more than the sum of our parts. And we've been recognised internally and externally for being so:We were ranked #9 in Best Companies' Q3 leaderboard for Best Manufacturing Company based on our employee feedback 72.5% of employees who took part in our 2023 employee satisfaction survey said they are proud to work at Ontic

No day is the same at Ontic; we have doubled in size over the last couple of years and are still in rapid growth. We attribute our success to empowering colleagues to create the opportunity, fostering an environment of autonomy where we ask for forgiveness, not permission.
Our values
Our values are intrinsic to everything we do:We share a common sense - we're a global family of specialists with a shared passion for precision. We have the freedom to choose - we're challengers and innovators with the freedom to think differently and challenge the status quo. We create the opportunity - we're change-makers with a clear direction and can-do spirit.

Salary is inclusive of shift allowance. Normal working hours are 42.5 hours per week.
We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you'll enjoy a career with us!