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Inflight Electronic Support Specialist

Req #: 1455
Location: Vandalia, OH
Facility: Vandalia (Dayton International Airport)
Job Family: Inflight - Training
Let your career take off with PSA Airlines
 
This is an exciting time to join PSA! As a wholly owned subsidiary of American Airlines and the fastest growing regional airline in the U.S., we have unparalleled opportunities for growth and professional development. PSA Airlines is known for its outstanding safety and training culture, and has a long history of excellence that we’re proud to carry forward. With over 3,000 employees, PSA is an exciting, fast-paced place to work. At PSA, we are a close-knit, passionate team that values each other’s opinions, and we hold ourselves and others accountable to be our absolute best.
 
INFLIGHT ELECTRONIC SUPPORT SPECIALIST

Location: Vandalia, OH (Training Center)
Department: Inflight Training
Reports To: Manager, Inflight Training
Travel: Moderate (20-40%)
Relocation: Local candidates preferred

Summary: Implementation of the Flight Attendant Customer Experience Tablet (FACET) program, including supporting over 900 Flight Attendants using "help-desk style" troubleshooting and problem solving techniques as PSA converts to a tablet-based program that will facilitate a cashless cabin experience for our customers' inflight purchases. 
 
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Job responsibilities include, but are not limited to, the following:
  • Serve as project lead for training and implementation of Cashless Cabin launch
    • Assist with deployment and operational testing of applications on FACET devices
    • Face-to-face daily Flight Attendant Q & A technical support for the tablet, credit card readers and accessories
    • Collaborate with the Inflight Services team for implementation, sustainment and refresh of the FACET program 
    • Monitor ongoing FAA regulatory and American Airlines policy compliance of FACET program
  • Support and track end user tablet experience
    • Face-to-face daily Flight Attendant Q & A technical support for the tablet, credit card readers and accessories
    • Respond to FACET user calls/emails for the purpose of troubleshooting
    • Collect user feedback and track trends for the purpose of program modification
  • Act as primary asset and vendor / corporate liaison
    • Asset management of a loaner/spare pool providing monthly asset reports to American Airlines leadership
    • Work with American Airlines FACET managers and third-party vendor to ensure quality and availability of stock of FACETs and associated equipment
    • Facilitate all communication between Inflight Services and American Airlines technology teams
    • Participate in bi-weekly tablet team support calls
    • Stay apprised of technology and innovation changes
  • Conduct classroom training for tablet device for instructor staff and line FAs
  • Lead Electronic Manual implementation and oversight
    • Assist with the administration of the document control management tool (Comply365)
  • Support with LMS Administration
    • Transfer and format curriculum into Captivate program
    • Build curriculum in LMS
    • Assign training curriculum to FA group as scheduled
    • Track completed LMS courses
Required Education and Experience: 
  • Must have at least 2 years' aviation education and/or experience
  • Experience with android software
  • Experience with Comply365
  • Proficiency with digital charting software
  • Advanced computer skills with Microsoft Office programs
  • Experience with telephone conferencing and email communication
  • Experience in a role similar to a help desk or troubleshooting-related preferred
Competencies and Knowledge:
The successful candidate should have demonstrated skills in the following:
  • Ablity to gather and synthesize large amounts of information and consider a wide range of alternatives in problem solving 
  • Strong communication (oral and written)
  • Strong analytical skills
  • Positive attitude and customer service orientation
  • Knowledge and ability to research/apply FAA regulatory compliance
  • Strong project management skills
  • Familiarity of airline products, services and operations preferred
  • Ability to work with minimal supervision in a team environment
  • Change advocacy
  • Professional aptitude
  • Multi-tasking and adaptability in an aggressive growth environment
Position Type/Expected Hours of Work: This is a full-time position with an expectation of occasional evening and weekend hours as job duties demand. Days and hours of work are generally Monday through Friday from 8 a.m. – 5 p.m.
 
Travel: Some out-of-area and overnight travel is expected.
 
Work Environment: This job operates in a professional office environment and routinely uses standard office equipment such as computers, telephones, photocopiers, facsimile machines and filing cabinets.
 
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; climb up and down stairs; lift weight up to 25 lbs.; use hands to finger, handle or feel; and reach with hands and arms.
 
AAP/EEO Statement:  PSA Airlines is an equal opportunity employer; qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, age, disability, genetic information, protected veteran status or any other characteristic protected by law.
 
Other Duties:  Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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