AOG Customer Resolution Specialist

Lead Critical Mission Support:
Become an AOG Customer Resolution Specialist with PDS Tech Commercial

Location: Herndon, VA |
Payrate: $29 - $33/hour |
Schedule :
Rotating Shifts

Drive Rapid, High-Stakes Solutions That Keep Aircraft Flying

PDS Tech Commercial is partnering with a leader in the aerospace industry to hire a highly capable Aircraft on Ground (AOG) Customer Resolution Specialist
. In this critical role, you will be at the center of time-sensitive operations, ensuring that grounded aircraft receive the fast, accurate, and expertly coordinated support needed to return to service. Your decisions and strategic problem-solving will directly impact flight operations across the globe.

• Receive, review, analyze, and process AOG orders in CRM and ERP systems.

• Assess urgency, validate requirements, and prioritize orders based on criticality.

• Process quotations and conduct credit authorization reviews, including AOG cases exceeding credit limits.

• Identify and elevate urgent situations and partner with In-Service Engineering to explore technical solutions.

• Provide supplier performance feedback to Supplier Management.

• Coordinate with Data Management and Technical Teams to resolve part setup gaps in the ERP system.

• Manage AOG drop‑shipments in collaboration with Supply Management and Tier 1 suppliers.

• Resolve pricing discrepancies with the Pricing Team.

• Communicate order status, updates, and resolutions through phone and CRM (Freshdesk).

• Present alternative solutions and facilitate collaboration between the customer and internal resources.

• Coordinate optimal freight solutions with Supply Chain Officers to ensure on‑time delivery.

• Investigate and resolve customer complaints, escalating when necessary.

• Lead internal cross‑functional meetings to address AOG requirements.

• Conduct handoff meetings with other AOG team members at shift changes.

• Lead daily AOG meetings with Engineering, Quality, and Supply Chain to drive order resolution.

• Use technical documentation to explore alternatives and collaborate with technical departments to support customer inquiries.

• Participate in daily operations calls and internal or customer meetings to provide updates on priority cases.

• Support additional tasks and assignments as needed.

• Bachelor’s Degree or equivalent applicable experience.

• Minimum 3 years of customer service experience in a fast‑paced environment (airline materials management, supply chain, logistics, airline operations, or aircraft maintenance preferred).

• Experience in aviation or military support environments (technical, logistics, or supply chain).

• Ability to work rotating shifts across 1st, 2nd, and 3rd shifts in a 24/7/365 AOG operation.

• Proficiency in Google Suite and Microsoft Office tools.

• Ability to work in the United States without current or future visa sponsorship.

• Ability to travel up to 5% domestically and internationally.

• Previous AOG support experience.

• Familiarity with CRM and ERP systems used in aerospace operations.

• Hybrid onsite role:
  60% onsite / minimum 3 days per week in office .

• Ability to stand, sit, walk, operate office equipment, and occasionally lift or carry up to 30 lbs.

• Ability to read technical documents and participate in phone, virtual, and in‑person discussions.

• Ability to travel at short notice.

• PPE required for shop floor visits (steel‑toed shoes, hearing/eye protection, etc.).

AOG support is one of the most fast‑paced and high‑impact areas in aerospace operations. Customers depend on rapid, precise communication and confident decision‑making—your work ensures aircraft return to service quickly and safely. You’ll collaborate with Supply Chain, Engineering, Quality, Logistics, and Manufacturing teams to solve urgent challenges that directly support global aviation readiness.

If you excel in urgent, high‑visibility environments and have a…