Helicopter Maintenance Analyst

Jet Support Services, Inc.

10d • $65,000 - $85,000

About The Position

JSSI is seeking a Helicopter Maintenance Analyst (HMA) to support helicopter customers in Traxxall’s customer-facing organization. This role is the primary point of contact for assigned helicopter operators and owns the day-to-day customer experience, communication, platform adoption, and account outcomes. The HMA builds trusted customer relationships and is expected to develop over time into a confident, independent account manager. The role focuses exclusively on helicopter customers, not fixed-wing customers.

The position emphasizes responsiveness, accountability, proactive communication, and ownership of customer issues through confirmed resolution. HMAs coordinate with internal teams and maintain accurate customer and case records in Salesforce. Maintenance record processing, data entry, and maintenance record updates are handled by the Records Team, although HMAs assist that team by providing account context and clarifying customer requirements. The annual base pay generally ranges from $65,000 to $85,000, with the final offer determined by factors including location, job-specific knowledge, skills, education, and experience. Additional compensation may include an annual discretionary bonus, incentive or sales bonus plan, or another form of compensation, depending on the role.

Requirements

• At least 5 years of experience in aviation; helicopter experience is strongly preferred.
• Familiarity with helicopter maintenance concepts, compliance tracking, or aviation operations.
• Excellent written and verbal communication skills, including comfort with making calls and leading customer conversations.
• Strong organization and ability to manage multiple priorities.
• Eagerness to learn the Traxxall platform and grow into full account ownership.
• Proficiency in Microsoft Office.

Nice To Haves

• Experience with Traxxall, CAMP, Veryon Tracking, or other maintenance tracking platforms.
• Background in helicopter operations such as Part 135, air medical, offshore, or utility; MRO; or flight operations.
• Familiarity with FAA, EASA, or Transport Canada regulatory frameworks.
• Customer service or account management experience in a technical environment.
• CRM experience, such as Salesforce or an equivalent platform.

Responsibilities

• Serve as the primary point of contact for assigned helicopter customers, using phone calls as the primary communication method and following calls with email as needed.
• Proactively contact customers, provide updates on cases and requests, monitor account health, and take responsibility for retention of assigned accounts; identify at-risk customers and alert the Team Lead.
• Own customer-reported issues from initial contact through confirmed resolution, coordinating internally with Records, Technical Publications, Onboarding, Quality, Sales, and other teams.
• Set clear timelines, provide regular customer updates, confirm resolutions directly with customers, and escalate issues beyond current capabilities to the Team Lead the same day with full context.
• Conduct customer check-in calls according to fleet-size cadence; review At-Risk scores in Salesforce before each customer interaction, call customers with YELLOW scores within one business day, and escalate RED scores to the Team Lead the same day.
• Log every check-in as a Completed Activity in Salesforce with notes and follow-up tasks.
• Escalate requests for 4/5 checks, custom program updates, or extended projects to the Team Lead the same business day, without executing, quoting timelines, or making commitments before review.
• Respond to Records compliance notes and questions within the same business day, and submit MTS Tickets for equipment changes, builds, large data projects, and similar needs.
• Coach and assist the Records Team within the scope of the role by providing account context and clarifying customer requirements; own customer clarification conversations and relay answers to Records.
• Surface recurring quality gaps to the Team Lead; do not perform data entry, records processing, or maintenance record updates.
• Confirm customer preferences for revision management and monitor and notify customers about pending and outstanding Holding Area revisions.
• For customers set to Accept, review, apply, and/or schedule Force Held tasks; for customers set to Hold, review the Holding Area every 90 days and partner with the customer on its items.
• Arrange named account coverage before PTO, brief the coverage person on open cases, document status updates in Salesforce chatter, and obtain Department Manager approval of the coverage plan before departure.
• Submit PTO requests at least two weeks in advance; provide 30 days' notice for PTO exceeding five business days except in specific emergent events.
• On return from PTO, review activity from the absence and follow up on open items.
• Log every customer interaction, including calls, emails, escalations, check-ins, and follow-ups, in Salesforce the same day; create a case for every inbound customer request requiring actionable work.

Benefits

• For eligible full-time employees based in the USA, Canada, or the Philippines, insurance offerings including medical, dental, and vision coverage, and retirement savings programs, starting on the first day of employment.
• Depending on the role, additional compensation may include an annual discretionary bonus plan, incentive or sales bonus plan, or another form of additional compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed