Line Service Technician (LST)

Line Service Technician (LST)

As a front line member of the team, the Line Service Technician embodies the warm and welcoming qualities of Sensational Southern Service with a primary purpose to ensure that all guests of Hill Aircraft are provided a memorable service experience and that all aircraft operations are handled in a safe, professional, and consistent manner that meets our standards of excellence.

The Line Service Technician (LST) serves as an essential part of the fixed-base operator (FBO) daily ramp operations. The LST is a hands-on position on a team responsible for all general aviation aircraft arrival and departure services to include marshaling, greeting, baggage handling, fueling, and towing. The LST supports the overall operations and upkeep of the FBO, delivers timely and vitally accurate ground services to aircraft, anticipates and follows through on guest requests, and ensures all company policies and safety regulations under his or her assigned duties are followed on each shift. The LST represents Hill Aircraft in a positive and professional manner while interacting and upholding excellent relationships with guests, passengers, pilots, and team members.

Core responsibilities include operating in alignment with the overall goals, values, and expectations of Hill Aircraft and its customers; promoting a positive and harmonious working environment within the team in order to provide the highest levels of customer service experience; ensuring all operations on the flight line are conducted in accordance to the values and standards of Hill Aircraft that contribute to safety, company policies, and procedures while also adhering to NATA Safety 1st guidelines; performing all the general functions of the LST position including towing, fueling, directing aircraft with hand signals, wing-walking, baggage handling, windshield cleaning, and other related ground support activities; delivering ground power, potable water, and lavatory services to aircraft; operating tugs, forklifts, golf carts, and mobile refueling vehicles; performing daily fuel quality control inspections on fuel trucks and fuel farm with accurate completion of records paperwork; assisting in tracking fuel records and related daily paperwork, including the inventory and transfer of fuel at the fuel farm, as well as communication to Shift Supervisor and Management of fuel ordering needs; maintaining fuel inventory records on shift and ensuring fuel trucks are stocked and consistently prepared to distribute fuel; carrying out detail-oriented responsibilities such as checking aircraft oil levels and delivering fuel on to aircraft; assisting passengers and crew with luggage and ground transportation; assisting crew and/or concierge teams with trash disposal, ice, coffee, dishes, linens, catering, and newspapers; performing an initial visible damage walk-around on aircraft and reporting findings to the pilot or owner prior to towing; following flight and reservation schedules for arrivals, departures, and pull-ups of aircraft; coordinating ramp-parking schedules for smooth arrival and departure operations, as well as efficient hangar stacking needs; greeting customers and crew going on or coming off aircraft; responding promptly to customer needs or service requests up to their satisfaction; debriefing daily with the team on either the previous or the following shift for updates on current operations to ensure a smooth transition from one shift to the next; communicating with customers, crews, and team members within the Line and Customer Service departments in person, by two-way radio, in writing, and over the phone; assisting front desk Customer Service Representatives when needed; adhering to U.S. Customs, FAA, and airport regulations and procedures; and assisting in thoroughly completing all additional shift duties and assigned tasks to ensure all checklists accompanied are filled out before the end of the shift.

General qualifications include FBO or aviation experience preferred, but not required; minimum of (2) years of customer service experience; high school diploma or GED certificate; minimum of some college credits obtained and/or Associates Degree preferred, but not required.

Skills and competencies to be successful in this role include a desire to work closely on a team to accomplish tasks and goals for each shift; being naturally outgoing and approachable with a passion for providing an outstanding customer service experience; strong communication (written and oral) and effective interpersonal aptitude; ability to communicate effectively with customers and team members in person, by phone, and over the two-way radio system; solid judgment, conflict resolution, decision-making, and teamwork skills; consistently demonstrated organizational, resource allocation, and time management skills; being tactful, courteous, and conscious of customer's needs; ability to perform manual tasks, follow directions (written and oral), and multitask in a detailed and efficient manner; ability to comprehend and perform basic math calculations with minimal errors using United States units of money, weight measurement, volume, and distance; basic knowledge and comfort level when using computers; good problem-solving abilities for operational decisions and adaptability to various working environments or conditions; and ability to prepare and/or complete reports pertaining to duties within the department.

Additional requirements include possessing and upholding a valid driver's license (18 and older) without restrictions that meets company insurability requirements; having an acceptable driving record with no disqualifying infractions for the past 5 years pertaining to the following: extensive, habitual, or repetitive violations; or history of DUI related offenses; no criminal disqualifying events listed under tsa.gov/disqualifying-offenses-factors, including Sections A, B, and C; being able to pass a background check and drug screen; this is an hourly, non-exempt position; this position requires working flexible hours including mornings, evenings, weekends, and after hours depending on assigned schedule, as well as on scheduled company holidays to accommodate the needs of the customers and department operations; being able to work scheduled hours and maintain a dependable attendance record in compliance with the company policies and procedures; operation of motor vehicles and heavy equipment, including fuel trucks and tugs; ability to handle moderate to heavy physical activity outside on ramp operations; ability to regularly lift and/or move 40 lbs or more such as fueling equipment, tow bars, tow heads, and baggage handling; and ability to travel for the position if needed (infrequent).

The work environment or conditions described below are representative of those encountered while performing the essential functions of this position and may vary on a given day depending on requirements. General office and FBO building conditions; regularly standing, walking outside, and climbing ladders; performing physical labor activities with hands such as baggage handling and pulling fuel hoses; outside on active and loud ramp areas around aircraft, fuel trucks, vehicles, and other ground-handling equipment with proper protection; occasionally lifting 40 lbs or more, pulling, pushing, bending and squatting as needed; in hangar and other areas of the facility; driving vehicles and operating aircraft ground support heavy equipment; outside in various weather conditions such as sun, rain, sleet, snow, and hot or cold temperatures.