Jetsupport11mo ago

Aircraft Maintenance Analyst (AMA)

FarnboroughRemoteFull-timemid

OtherAircraft Maintenance Analyst

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Quick Summary

Key Responsibilities

Begin engaging with assigned customer accounts under the guidance of a senior team member, focusing on familiarizing yourself with their specific needs.

Technical Tools

OtherAircraft Maintenance Analyst

About JSSI

Founded in 1989 and headquartered in Chicago, Jet Support Services, Inc. (JSSI) is the largest independent provider of hourly cost maintenance programs for business aviation. JSSI delivers comprehensive coverage for engines, airframes, and auxiliary power units (APUs) across more than 300 different aircraft makes and models, helping owners and operators stabilize maintenance budgets, maximize aircraft availability, and protect asset value throughout the lifecycle of ownership. JSSI has built a portfolio of complementary business lines designed to simplify the economic and technical complexity of business aviation; these include Maintenance teams, Traxxall maintenance tracking software, Parts & Engines, Conklin aircraft cost and performance data, and Aviation Capital asset-based financing solutions. Together, these offerings support owners, operators, and maintenance providers with integrated tools spanning ownership and maintenance planning, execution, and financial management. With more than 6,500 aircraft supported through programs and software platforms, JSSI leverages its unique independence, unmatched scale, and data-driven insight to deliver customized solutions and support models aligned to the interests of each client — regardless of aircraft platform. JSSI is backed by leading institutional investors GTCR, Genstar Capital, and Blackstone. Learn more at jetsupport.com.

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.

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.

5+ years of experience in aircraft maintenance or a related role.

Previous experience in a CAMO role

Experience in maintenance planning

Proficiency in maintenance management software and tools.

Ability to troubleshoot and resolve database-related issues.

Strong analytical skills with the ability to interpret complex data.

Experience with Salesforce – preferred but not required.

Proficient in Microsoft Word, Excel, Outlook, & PowerPoint.