Aircraft Manager/CSR

Aircraft Manager / Csr (Client Service Representative)

Personal. Private. Authentic. Northern Jet is a private aviation company with over 25 years of experience, offering personalized luxury travel with a focus on safety, convenience, and quality. We operate a fleet of 40+ jets and hold an ARGUS Platinum safety rating. The company prioritizes its pilots with competitive pay, benefits, and career growth opportunities. Northern Jet's mission is to deliver seamless, client-focused travel experiences.

The Aircraft Manager / CSR (Client Service Representative) holds full end-to-end ownership of a dedicated portfolio of aircraft and their associated owners. This role is the single point of contact for all owner communication related to their aircraft, account health, maintenance, financials, and overall client relationship.

Location: Orlando, Florida or Grand Rapids, Michigan

Key Duties and Responsibilities:

• Serve as the single point of contact for all owners within the portfolio on all matters relating to their aircraft, account, maintenance, financials, and client relationship; Owner Services handles direct trip communication with the client, and the Aircraft Manager remains the relationship owner across all other touchpoints
• Build and maintain strong, trust-based relationships with aircraft owners through proactive outreach, transparent communication, and consistently excellent service
• Provide proactive follow-up to owners after any trip disruption, regardless of whether it was handled by Owner Services or involved a maintenance component, reinforcing that someone is personally looking out for them
• Own the full maintenance coordination cycle for all portfolio aircraft, including scheduling, squawk tracking, MRO coordination, status monitoring, and return-to-service confirmation, without requiring VP of Maintenance involvement in routine decisions
• Request, review, and approve maintenance quotes from the Part 145 MRO directly, evaluating scope and pricing independently, challenging quotes when appropriate, and presenting recommendations to owners with clear context and reasoning
• Review, verify, and approve all invoices for portfolio aircraft, including maintenance, operational, and third-party charges, prior to submission to the owner, ensuring accuracy and alignment with approved quotes
• Build and maintain the forward maintenance schedule for each portfolio aircraft, including upcoming annuals, inspection intervals, AD compliance due dates, and service bulletins, proactively planning around owner travel windows and fleet availability
• Communicate all maintenance topics directly to owners, including status updates, cost explanations, timeline changes, and repair decisions, in plain language without routing owners to other team members; consult the VP of Maintenance for technical input when needed and deliver that input to the owner personally
• Negotiate third-party vendor costs and challenge MRO pricing on behalf of clients; escalate to the VP of Maintenance for backup support when initial negotiation efforts have not produced a satisfactory outcome
• When a portfolio aircraft goes AOG away from home base, work directly and immediately with Maintenance Control to coordinate recovery, including sourcing, logistics, local MRO access, and timeline management, while maintaining continuous owner communication throughout; the Aircraft Manager is the owner's contact, Maintenance Control handles the technical execution
• Step in alongside Maintenance Control to manage any in-trip disruption that has a maintenance component, coordinating internally while keeping the owner informed throughout
• Maintain accurate and current records for each aircraft, including maintenance history, financials, owner preferences, and operational data
• Coordinate with Owner Services to ensure client preferences are current and accurately reflected for each booking; serve as the internal escalation point if a trip issue crosses into the client relationship or has a maintenance dimension
• Monitor the Optimization team's day-to-day scheduling decisions for portfolio aircraft and exercise veto authority over any optimization decision that conflicts with a confirmed owner commitment or documented owner preference
• Participate in the aircraft acquisition process by conducting or coordinating maintenance reviews, assessing airworthiness history, and identifying deferred or undisclosed maintenance items prior to purchase commitment
• Monitor pre-purchase inspections on behalf of clients during aircraft sales transactions, collaborating with the VP of Aircraft Management
• Support onboarding of new aircraft and owners into the management program, ensuring a smooth transition and establishing the client relationship from day one

Qualifications:

• 3+ years of experience in aircraft management, aviation customer service, or a closely related aviation operations role
• Strong working knowledge of general aviation maintenance processes, MRO coordination, quote review, and FAA Part 91 and Part 135 requirements
• Demonstrated ability to manage maintenance coordination and vendor relationships independently, without requiring step-by-step oversight
• Familiarity with maintenance records, AD compliance tracking, and pre-purchase inspection processes strongly preferred
• Exceptional organizational skills able to manage multiple aircraft portfolios, open maintenance items, and client relationships simultaneously without items falling through the cracks
• Outstanding written and verbal communication skills with a client-first mindset able to explain technical topics clearly to non-technical owners
• Comfortable working autonomously and making confident decisions within scope; knows when to pull in the VP of Maintenance for technical guidance without over-escalating
• Proficiency in aviation management software and standard business productivity tools
• Pilot certificate or A&P license a plus; deep practical aviation knowledge required

Physical Requirements:

• Ability to work in and around aircraft, hangars, ramps, fuel farms, and maintenance environments.
• Ability to stand, walk, climb, bend, kneel, and move throughout aviation facilities.
• Ability to lift, push, pull, and carry up to 50 pounds as needed.
• Ability to work outdoors in varying weather conditions.
• Ability to travel between company locations.
• Ability to safely operate company vehicles and ground support equipment when needed.

Why Northern Jet?

• Work on a prestigious fleet of private aircraft in a clean, well-equipped facility
• Join a tight-knit, experienced team who values precision and professionalism
• Be part of a growing organization where your expertise is recognized and respected
• Enjoy stability, and competitive pay

Your Career. Your Benefits. Your Northern Jet Advantage. At Northern Jet, we're committed to taking care of the people who keep us flying. We offer a wide range of valuable benefits, many provided at no cost to support your health, financial stability, and overall quality of life. Our benefits are designed to help you thrive both professionally and personally, so you can focus on delivering excellence in the skies and enjoying life on the ground. Our comprehensive benefits include:

• 80% Company-Paid Premiums for Medical, Dental, and Vision coverage with access to nationwide provider networks
• Flexible Spending Accounts (FSA) for healthcare and dependent care
• Health Savings Account (HSA) option with tax-advantaged savings
• Wellness Programs & Discounts including LifeMart and exclusive ID90 Travel deals
• Paid Time Off starting at 2 weeks PTO plus 1 week of paid sick time annually
• Life and Accidental Death & Dismemberment Insurance (company-paid)
• Voluntary Benefits including accident, critical illness, identity theft protection, and hospital indemnity plans
• 401(k) plan with a 3% company match
• Short- and Long-Term Disability (company-paid)
• Additional Lifestyle Perks and travel discounts designed for the aviation industry

As part of our commitment to safety and security, all candidates are required to complete pre-employment drug screening and background checks. Northern Jet also participates in the E-Verify program to confirm employment eligibility for all new hires.