Customer Training Manager
Posted on 4/5/2023
Jet Support Services

501-1,000 employees

Aircraft maintenance support and financial services
Company Overview
Jet Support is responsible for maintaining in excess of 2,000 business jets, turboprops, regional jets and helicopters across the globe and serves customers through its unique infrastructure of expert technical advisors.
United States
Experience Level
Desired Skills
Mergers & Acquisitions (M&A)
Finance & Banking
  • 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
  • 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
Desired Qualifications
  • 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 and Jetnet preferred
  • Proficient in Microsoft Word, Excel, Outlook, & PowerPoint