[Hiring] Helicopter Maintenance Analyst @Jet Support Services

Role Description

We are seeking a Helicopter Maintenance Analyst (HMA) who is passionate about customer support and has a strong background in aviation, with helicopter experience strongly preferred. The HMA is the entry point into Traxxall's customer-facing support organization. In this role, you will build trusted relationships with helicopter operators, own the day-to-day customer experience, and grow into a confident, independent account manager over time. Your focus is solely on helicopter customers, not fixed wing.

This position centers on being reachable, responsive, and accountable. You are the first voice a customer hears and the person they trust to keep their helicopter tracking accurate and their compliance on track. HMAs own customer relationships, communication, platform adoption, and account outcomes. Maintenance record processing belongs entirely to the Records Team; edge cases such as overdue tasks, AOG situations, or customer-requested urgencies are the exception, not the norm.

The ideal candidate is eager to learn, consistent in communication, and accountable for their accounts. You may not yet have all the answers, but you always have a plan to get them, and you never leave a customer wondering what is happening with their case.

Duties and Responsibilities

• Customer Relationship Ownership:
  • Serve as the primary point of contact for all assigned customers.
  • Phone first, always; email follows a call and never replaces one.
  • Proactively reach out on a regular cadence, keep customers informed on cases, requests, and account health.
  • Take responsibility for the retention of your assigned accounts, identifying at-risk customers and alerting your Team Lead.
• Issue Ownership:
  • Own every customer-reported issue from first contact to confirmed resolution.
  • Coordinate internally with Records, Technical Publications, Onboarding, Quality, Sales, and other teams.
  • Set clear timelines, provide regular updates, and confirm resolution directly with the customer.
  • Escalate issues beyond your current capability to your Team Lead the same day with full context.
• Customer Check-In Calls & Account Health:
  • Conduct check-in calls on the cadence defined by fleet size.
  • Review At-Risk scores in Salesforce before every customer interaction.
  • A YELLOW score requires a customer call within 1 business day; a RED score requires same-day escalation to your Team Lead.
  • Log every check-in as a Completed Activity in Salesforce with notes and follow-up tasks.
• Project & Extended Work Requests:
  • Escalate any customer request for a 4/5 check, custom program update, or extended project to your Team Lead the same business day.
  • Do not execute, quote a timeline, or make any commitment to the customer before your Lead has reviewed the request.
• Records Team Coordination & Coaching:
  • Respond to Records compliance notes and questions within the same business day.
  • Submit MTS Tickets for Equipment Changes, Builds, Large Data Projects, etc.
  • Coach and assist the Records team within the standards and scope of your role.
  • Own the customer conversation and communicate the answer back to Records when a compliance note requires customer clarification.
  • Surface recurring quality gaps to your Team Lead.
• Holding Area:
  • Confirm customer preferences for revision management.
  • Monitor and notify customers of pending and outstanding Holding Area revisions.
  • Complete a Holding Area review every 90 days for customers set to "Hold."
• PTO Coverage & Continuity:
  • Arrange named coverage for every assigned account before any PTO.
  • Brief the coverage on open cases and document a status update in chatter against any open Salesforce cases.
  • PTO requests should be submitted at least 2 weeks in advance.
  • PTO exceeding 5 business days requires 30 days' notice, outside of specific emergent events.
• Salesforce Discipline:
  • Log every customer interaction in Salesforce the same day.
  • All inbound customer requests that require actionable work require a case.
• Check-In Cadence by Fleet Size:
  • Cadence, format, and depth are non-negotiable and vary by fleet size.

Qualifications

• 5+ years of experience in aviation, with helicopter experience strongly preferred.
• Familiarity with helicopter maintenance concepts, compliance tracking, or aviation operations.
• Excellent written and verbal communication; comfortable picking up the phone and leading a customer conversation.
• Highly organized, with the ability to manage multiple priorities.
• Eagerness to learn the Traxxall platform and grow into full account ownership.
• Proficient in Microsoft Office; CRM experience (Salesforce or equivalent) is a plus.
• Experience with Traxxall, CAMP, Veryon Tracking, or other maintenance tracking platforms (preferred).
• Background in helicopter operations (e.g., Part 135, air medical, offshore, utility), MRO, or flight operations (preferred).
• Familiarity with FAA, EASA, or Transport Canada regulatory frameworks (preferred).
• Customer service or account management experience in a technical environment (preferred).

Benefits

• Annual base pay generally ranges from $65,000 to $85,000.
• Total rewards package may include an annual discretionary bonus plan, incentive or sales bonus plan, or other forms of additional compensation.
• Robust suite of benefits for full-time employees based in the USA, Canada, or the Philippines, starting day one of employment.
• Insurance offerings such as medical, dental, vision, retirement savings programs, among others.

Company Description

JSSI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.

JSSI does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or Recruiting Team.