Service Support Specialist (NJUS)

Service Support Specialist (NJUS)

Company: NetJets Aviation, Inc. Area of Interest: Customer Experience Location: Columbus, OH, US, 43219

Join the NetJets Team NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

Purpose of Position The Service Support Specialist plays a critical role in supporting seamless trip execution by managing daily logistics operations related to catering and ground transportation coordination. This role ensures a high-quality service experience through proactive communication, precise order management, and effective problem resolution. The Specialist works collaboratively across teams and with external suppliers to maintain operational excellence, mitigate risks, and ensure all services are accurate, confirmed, and delivered as expected.

Tasks and Responsibilities

• OPERATIONAL EXECUTION & PROBLEM RESOLUTION Execute, review, and validate all catering and ground transportation details to ensure accuracy and completeness. Monitor active workflows and proactively identify potential trip impacts. Take immediate action on disruptions, delays, or unconfirmed services by sourcing alternative solutions and coordinating recovery efforts. Ensure that all order changes are accurately processed and reflected. Escalate requests when necessary to maintain service standards.
• CATERING COORDINATION & REPORTING Coordinate third-party delivery services when required. Utilize operational reports (e.g., In-Position Reports, Allergy Reports, Unconfirmed International Owner Reports) to proactively identify risks. Manage international catering recovery efforts and secure alternative solutions when needed.
• COMMUNICATION & COORDINATION Provide timely, accurate updates to internal stakeholders, including Owner Services, regarding order status, approvals, and changes. Manage inbound and outbound communication through phone queues and shared email inboxes (Owner Catering, Owner Ground). Collaborate across internal teams (Owner Services, Culinary Excellence, Ground) using communication tools such as Teams to maintain clear and complete documentation of all activities, updates, and pending items.
• SUPPLIER & FBO COORDINATION Communicate directly with vendors and Fixed Base Operators (FBOs) to confirm order details and obtain status updates. Maintain up-to-date knowledge of vendor availability, restrictions, and closures. Manage and communicate vendor holds across teams, ensuring proper tracking and timely updates. Support urgent requests and recovery situations with clear communication and resolution.
• CONTINUOUS IMPROVEMENT Identify recurring operational challenges and escalate trends to leadership to support continuous improvement initiatives.

Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.

Education High School Certifications and Licenses Years of Experience 2-4 years of experience Core Competencies Adaptability Collaboration Curiosity Service-Oriented Strives For Positive Results Knowledge, Skills, Abilities and Other (KSAOs)

• Strong attention to detail with the ability to manage multiple tasks simultaneously
• Ability to work in a fast-paced, deadline-driven environment
• Strong problem-solving skills with a proactive approach to issue resolution
• Effective verbal and written communication skills
• Ability to coordinate across multiple teams and stakeholders
• Proficiency in system navigation and data entry (iJet, ETM, or similar systems preferred)
• Comfortable managing phone, email, and system-based workflows concurrently
• Strong organizational skills and ability to track and follow up on open items
• Proficiency in Microsoft Office (Outlook, Excel, Teams)
• Flexibility to work varied schedules, including evenings, weekends, and holidays

How NetJets Supports You NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVEWELLa comprehensive package to support your Mind, Body, and Life. Our comprehensive suite of benefits include:

• Medical, Dental, and Vision
• Healthcare Advocacy
• Employee Assistance Program
• Flexible Spending Accounts
• Health Savings Account with annual employer contribution
• Wellness Programs & Discounts
• Paid Time Off
• Life and Accident Insurance
• Voluntary benefits (financial protection plans)
• 401(k) plan, with 67% of every dollar you contribute matched by NetJets
• Short and Long-Term Disability
• Legal Plan
• Identity Theft Protection Plans
• Pet Insurance
• Family & Caregiving Support