About this Helicopter Maintenance Analyst role at Jetsupport
Position Summary:
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, and 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 so the customer never has to manage that process. 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, while retaining ownership of the customer relationship.
Customer Check-In Calls & Account Health: Conduct check-in calls on the cadence defined by fleet size (see table below). 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, and 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 by providing account context and clarifying customer requirements. When a compliance note requires customer clarification, own the customer conversation and communicate the answer back to Records. Surface recurring quality gaps to your Team Lead. HMAs do not perform data entry, records processing, or maintenance record updates.
Holding Area: Confirm customer preferences for revision management, and monitor and notify customers of pending and outstanding Holding Area revisions. For customers set to "Accept," review, apply, and/or schedule "Force Held" tasks. For customers set to "Hold," complete a Holding Area review every 90 days to partner with the customer on all items in the holding area.
PTO Coverage & Continuity: Before any PTO, arrange named coverage for every assigned account, brief the coverage on open cases, and document a status update in chatter against any open Salesforce cases. Your Department Manager must approve your coverage plan before your departure is confirmed. PTO requests should be submitted at least 2 weeks in advance, and PTO exceeding 5 business days requires 30 days' notice, outside of specific emergent events. On return, re-brief yourself on all activity during your absence and follow up on open items.
Salesforce Discipline: Log every customer interaction (calls, emails, escalations, check-ins, follow-ups) 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.
Desired Credentials:
- 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).
