About JSSI For more than 35 years, Jet Support Services, Inc. (JSSI) has been the leading independent provider of maintenance support, advisory services, software, and financial tools to the business aviation industry. With 6,000+ aircraft supported by maintenance programs and software platforms, JSSI leverages this wealth of data, scale, and innovation to drive cost savings and provide custom solutions that align to the interests of each client, regardless of make or model. Learn more at
jetsupport.com.JSSI products and services include:Maintenance Programs. Hourly Cost Maintenance Programs to stabilize maintenance budgets, maximize aircraft availability and enhance residual value.Parts & Leasing. Experienced product line specialized team who leverages our All-OEM inventory and global vendor relationships and go beyond parts sourcing to find optimal customer solutions.Software: Traxxall and Conklin & de Decker. Powerful data platforms to help you make more informed decisions, from choosing the right aircraft to tracking your maintenance, inventory, and MRO projects.Advisory Services. Objective insights and independent technical advice from a global team of technical advisors and ASA-accredited appraisers for virtually any business jet, turboprop or helicopter.Aviation Capital. Customized asset-based finance solutions for business aviation.Position Summary:We are seeking a highly skilled, professional, and customer-focused Aircraft Maintenance Analyst (AMA) to join our elite support team. This role is ideal for an individual with a strong foundation in aircraft maintenance and a passion for delivering exceptional service to customers operating in high-performance aviation environments.As an AMA, you will serve as a trusted advisor to subscribers of our Traxxall maintenance tracking platform. Your mission will be to deliver premium, personalized support that maximizes the value of our solution enhancing the safety, reliability, and efficiency of their aircraft operations.The ideal candidate is detail-oriented, possess strong analytical skills, and have a proven ability to work with web-based applications such as Traxxall. This role requires a high level of technical expertise, strong communication skills, and a commitment to maintaining the integrity of our customers' maintenance programs. Your expertise will be pivotal in driving customer satisfaction, fostering long-term relationships, and ensuring the safety, reliability, and efficiency of aircraft operations.Objectives, Duties and Responsibilities:In your first 30 days:Training & Familiarization: Complete onboarding and training for the Traxxall platform, Maintenance Tracking, and JSSI’s maintenance programs.Understanding Processes: Gain a strong understanding of internal workflows, customer service protocols, and key responsibilities of the AMA role.Customer Introduction: Begin engaging with assigned customer accounts under the guidance of a senior team member, focusing on familiarizing yourself with their specific needs.In your first 90 days:Full Customer Engagement: Take ownership of assigned customer accounts, including monitoring their aircraft’s maintenance schedules and ensuring data is accurately entered into Traxxall.Customer Satisfaction: Deliver exceptional customer support, responding to inquiries and proactively addressing any maintenance or compliance issues. Ensure adherence to Tier turn times for customer requests.Data Analysis: Utilize system-generated reports to identify potential risks in customer aircraft maintenance schedules and ensure compliance with regulatory guidelines.Collaboration: Establish collaborative relationships with internal teams (maintenance, engineering, product development) to ensure seamless communication and problem resolution.In your first 6 months:Process Improvement: Identify opportunities for process optimization within customer accounts, focusing on efficiency and cost-saving measures for maintenance programs.Customer Feedback & Advocacy: Gather and analyze customer feedback, advocating for customers by escalating concerns or suggestions to management for improvement.Compliance Expertise: Establish yourself as a subject matter expert and use your knowledge to enhance the integrity of customer programs through records and logs updates. Team Contribution: Actively contribute to the AMA team by sharing best practices, improving customer engagement processes, and participating in cross-functional initiatives aimed at enhancing customer satisfaction.Key Responsibilities:Provide expert-level support and guidance to Traxxall users, ensuring a seamless and productive experience.Analyze maintenance data to provide proactive insights and recommendations tailored to each client’s operational needs.Build and maintain strong, long-term relationships with clients through clear, professional communication and a deep understanding of their maintenance programs.Collaborate with internal teams to continuously improve support processes and product functionality based on client feedback.Uphold the highest standards of accuracy, integrity, and responsiveness in all client interactions.
