The FBO Services Supervisor oversees the day-to-day actives of the FBO Services team and provides leadership by creating a team atmosphere where members are challenged to provide superior customer service while promoting safety.
In addition, this position assists with implementing marketing programs and actively promoting FBO services; researches and resolves issues concerning the Front Desk and Line Services; and participates in developing and monitoring the department’s annual budget and strategic plan.
The Supervisor acts as a positive role model by mentoring team members and supporting company and departmental decisions.
Essential Job Functions
Oversees and manages FBO Services team to ensure the highest level of customer service in the delivery of FBO services.
May perform Line Service and Customer Service Representative duties and responsibilities using Duncan Aviation approved procedures and processes.
Represents the department at company meetings and projects; and develops and promotes continuous process improvements and Best Practices.
Supervises day-to-day activities of team members by scheduling and assigning work.
Assists with training Line Service and Customer Service Representatives in the daily operations and promotes Duncan culture in the working environment.
Holds team members accountable to Duncan approved policies and procedures include professionalism, safety and cleanliness of the work environment.
Ensures the team’s consistent use of appropriate resources.
Promotes growth and development of assigned team members to promote team cohesiveness and trust by monitoring and evaluating team members’ performance in a professional, positive, accurate and timely manner.
Participates in hiring and selection process for team members.
Recommends training needs and programs to the department management, and identifies and recommends technical and non-technical training opportunities for team members.
Participates in personal and leadership development opportunities and demonstrates leadership and professionalism at all times.
Supervises all FBO Services functions and develops departmental policies and procedures to promote innovation, efficiency and safety.
Initiates and completes special projects needed for continuously improving customer services.
Ensures proper documentation and application of the company’s customer service processes and procedures relative to Line Services.
Resolves FBO Services issues as needed.
Participates in developing FBO Services annual budget and strategic plan, and monitors department budget and goals.
Tracks and evaluates fuel orders and service sales for creating pricing and marketing strategies within the department.
Manages hangar rental and airline accommodation agreements and related items.
Performs other duties as assigned by management.
Job Specific Requirements
Licenses/Certificates: Initial and Recurrent Hazardous Waste Operator Training; Man-lift Certification; Tow qualified; NATA Safety 1 Certification; eligibility for Airline Fueling Certification and require FAA certifications; meets TSA security requirements; valid driver’s license and acceptable driving record, SMS Compliance
Attendance: Regularly scheduled attendance required
Physical: Reads small print; repetitive motion; tolerates standing, walking, bending, stooping and sitting
Environmental: Tolerates working in noisy environments
Work Schedule: Monday - Friday, 7:00 AM- 4:00 PM
Education and Experience
High School graduate or equivalent required
Minimum three years previous FBO Service, aviation and/or customer service experience required
Previous leadership and supervisory preferred
Moving is expensive and hard work!
Relocation Assistance is available for those that qualify.
Duncan offers a comprehensive Benefits Package (Medical, Dental, Vision, Vacation/Holiday) that is available to team members on day one.
Plan for your medical needs with a Health Savings Account (employer and employee contributions).
Save for your future through our 401(k) program where you can begin contributions within your first 45 days, 50% match on first 6% contributed
Enjoy Duncan Aviation’s On-Site Fitness & Health Clinics at the MRO locations
Take advantage of a variety of In-House Training opportunities, or use Tuition Assistance to further your education.
Duncan Aviation is an Equal Opportunity and Affirmative Action Employer.
EOE Minorities/Females/Protected Veterans/Disabled
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