Full-Time
Customer Training Manager
Posted on 4/5/2023
Jet Support Services
201-500 employees
Aircraft maintenance and financial support services
Expert
United States
- For more than 30 years, Jet Support Services, Inc. (JSSI), has been the leading independent provider of maintenance support and financial services to the business aviation industry. JSSI is responsible for maintaining in excess of 2,000 business jets, regional jets, and helicopters across the globe and serves customers through an infrastructure of certified technical advisors and providing maintenance tracking software (Traxxall and SierraTrax). JSSI leverages this technical knowledge, experience, buying power, and data to provide support at every stage of the aircraft life cycle; from aircraft acquisition to aircraft teardown and part out
- For more information, visit jetsupport.com
- Train new customers and existing users on JSSI Maintenance Software platforms
- Host recurring online training sessions for large groups of JSSI Maintenance Software users
- Travel onsite to customers to coordinate and manage implementations of JSSI's Maintenance Software systems
- Perform ad hock individual online training sessions with customers as needed
- Work with Sales and Customer Onboarding Team to ensure that new customers are proactively offered training sessions
- Train MRO users of JSSI Maintenance Software systems, so that those users can support our common customers
- Coordinate and Host in person regional training sessions for existing users of JSSI Maintenance Software systems
- Train internal users on JSSI Maintenance Software platforms so that peers have a better understanding of how customers utilize our systems
- Host both internal and external training webinars to train on new functionality after each software release
- Handle in bound customer support phone calls
- Coordinate and manage customer inventory migrations with the customer and the software developers
- Liaise with customers to make sure that system preferences and settings are set up properly for implementations of all products to ensure customers are utilizing the software as it is intended
- Identify product gaps and communicate enhancement requests to the Product Development team
- Assist in testing of new enhancements and bug fixes that are released by the Product Development team
- Responsible for maintaining JSSI Maintenance Software user guides
- Create and manage video training library for JSSI Maintenance Software systems
- Administer customer surveys and collect responses in order to ensure JSSI Maintenance Software Net Promoter Scores continues to improve
- Periodically travel to industry tradeshows or events to represent JSSI Maintenance Software and to support our products
- Bachelor's degree
- 5+ years in a customer support or customer training role; preferably in aviation software or other aviation support or training roles
- Working knowledge of aircraft and the business aviation industry
- Ability to cultivate strong relationships and communicate effectively via email and telephone
- Excellent written and verbal communication skills
- Ability to function independently and travel to customer facilities potentially on short notice
- Experience with Salesforce.com and Jetnet preferred
- Proficient in Microsoft Word, Excel, Outlook, & PowerPoint
Jet Support Services, Inc. (JSSI) provides maintenance support and financial services for the business aviation industry, catering to owners and operators of jets, turboprops, helicopters, and piston aircraft. Their main service, the Hourly Cost Maintenance Program (HCMP), allows clients to manage maintenance expenses with predictable, fixed hourly rates, covering everything from routine inspections to major overhauls. JSSI also offers parts leasing services, enabling clients to efficiently order necessary parts, and advisory services from experienced technical advisors to guide aircraft maintenance and management. Unlike competitors, JSSI focuses on a comprehensive suite of services that enhance the efficiency and reliability of aircraft maintenance, helping clients minimize downtime. The company's goal is to provide value-added services that ensure clients can maintain their aircraft in optimal condition while managing costs effectively.
Company Stage
Private
Total Funding
N/A
Headquarters
Chicago, Illinois
Founded
1989
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%
Simplify's Take
What believers are saying
- JSSI's expansion into Latin America and other regions indicates strong growth potential and market demand.
- The introduction of JSSI PartsHub and the acquisition of TRAXXALL highlight the company's commitment to innovation and digital strategy.
- Strategic appointments, such as former Rolls-Royce executive Megha Bhatia as Chief Marketing and Strategy Officer, bolster JSSI's leadership team and strategic direction.
What critics are saying
- The business aviation market is highly competitive, requiring JSSI to continuously innovate to maintain its market position.
- Integration of acquisitions like TRAXXALL may pose challenges in aligning corporate cultures and systems.
What makes Jet Support Services unique
- JSSI's Hourly Cost Maintenance Program (HCMP) offers predictable, fixed hourly rates for aircraft maintenance, a unique value proposition in the business aviation market.
- The company's comprehensive suite of services, including parts leasing and advisory services, provides a one-stop solution for aircraft maintenance and management.
- JSSI's recognition as a US Best Managed Company underscores its excellence in business management and service delivery, setting it apart from competitors.
Benefits
Health coverage - We win at wellness. At JSSI, we believe that healthy and happy employees are better poised to make an impact in today’s global workforce. To that end, we provide industry-leading benefits plans that stay competitively priced for our employees and their families year after year.
Paid time off - We win at work-life balance. Our vacation benefits are highly competitive and increase based on tenure. In addition to our generous package of vacation, holidays, and sick days, JSSI also offers a Charitable Services Day in which employees are paid for a day of volunteering with a charity of their choosing.
Retirement package - We help prepare for a winning future. We all know the importance of saving for the future. In an effort to encourage our employees to plan for their retirement, JSSI provides an employer match to employee 401(K) contributions by matching 75% of employee contributions on up to 6% of eligible earnings.
Transporation - Move to win. Our commuter benefits plan gives JSSI employees the opportunity to set aside pre-tax dollars to put towards the inevitable use of parking and/or public transit to get to work each day.