OBJECTIVE:

To provide superior customer service and ground support so that our customers continually rate us as the best in the industry.

GENERAL PHILOSOPHY:

To build customer loyalty through service excellence in a work environment where the teammates enjoy their work because they have accepted responsibility for the success of the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for the leadership and growth of a 6 - 8 person staff.
• Over 75 of day should be spent on the front line, delegating and organizing daily operations.
• Responsible for all operations conducted with safety as the first priority.
• Responsible for the supervisor shift turnover sheet to update staff and supervisors daily.
• Responsible for opening and closing your shift with a team huddle to promote communication and ensure a smooth transition from one shift to the next.
• Responsible to ensure that every arriving and departing aircraft at the front ramp is met with a friendly smile and in a professional manner.
• Coordinate arriving and departing aircraft ensuring a smooth-running ramp and delegation of manpower.
• Responsible for the monitoring of customers on the ramp in vehicles and golf carts to ensure that we do not have runway incursions from our ramp.
• Assist and monitor line service personnel to ensure customers requests have been carried out in correct sequence and in a timely manner.
• Assist in fueling of aircraft and with services they may need (coffee, ice, etc).
• Assist in the repositioning and towing of aircraft.
• May assist in supplying oxygen and nitrogen (in tires only no struts) to customers aircraft Part 91 only no Part 135.
• Monitor (delegate) aircraft movements with maintenance and avionics.
• Oversee the rental car operations on the shift including the positioning and delivery of the car to the aircraft.
• Responsible for monitoring the staff required for the oncoming shift and retaining people to cover vacancies.
• Ensure that work areas, tow bars, chalks, tugs, etc. are organized and neat.
• Responsible for updating Daily Shift Duties Sheet weekly.
• Ensure that fuel trucks have been topped off for the next shift.
• Organize aircraft movements and ground support with tenants.
• Communicate with customer service continuously to ensure customers have been helped.
• Assist in the proper training of new line service technicians and the certification of line service technicians into areas or tasks of greater responsibility.
• Responsible for the mentorship and orientation of new teammates on your shift.
• Assist in the cleaning of line room, front lobby, outside walkway, coffee area, fuel trucks, etc. on an hourly basis.
• Coordinate the cleaning of aircraft, hangar floors, and equipment as required.
• Manage and delegate daily workload efficiently to ensure award winning customer service.
• Delegate signed-off technicians for the opening and securing of hangar doors throughout the complex.
• Responsible for questioning all unknown persons and vehicles on the ramp as to whether they need assistance.
• Responsible for monitoring activities inside hangars within the complex to ensure tenants are adhering to airport policy, safety practices, and that they are not providing competitive services.
• Responsible for tagging (monitoring) and removing all malfunctioning equipment from service with a clear explanation as to what the problem is.
• Oversee that hangar inventory was performed correctly and that all truck, fuel farm, and fuel tickets are completed accurately each day.
• Responsible for approving shifts time worked on a daily basis.
• Promote other departments by having a clear understanding of their capabilities, hours of operation, and areas they can assist the customer.
• Must remain calm under high stress situations.
• Ability to work in inclement weather.
• Ability to lift 50 - 75 lbs. overhead.
• Ability to pass NATA Safety 1st written and practical exams.
• Ability to bend, twist, and squat while performing job duties.
• Communicate with co-workers, management, customers, and others in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures, and instructions.
• Conform with all safety rules and wear/use all appropriate safety equipment.

KNOWLEDGE REQUIRED:

To be fully proficient in this position, teammate(s) must possess or acquire the following through on-the-job training:

• A strong knowledge of customers.
• A thorough knowledge of aircraft to ensure proper towing and proper fueling procedures.
• A complete knowledge of the Airport, including the location of hangars, tie-downs, fuel farm, tower, U.S. Customs, and all other FBOs located at the airport.
• A knowledge of ground control operations.
• A thorough knowledge of taxiways, runways, routes used to cross taxiways, and other locations on the airport including the run-up area.
• A strong knowledge of fuel farm procedures when fueling a truck and receiving fuel.
• A thorough knowledge of teammate schedules, vacations, sick, etc.
• Knowledge of Airport Operations, tower and US Customs hours and procedures.
• A strong knowledge of all aircraft on Cutter's ramp.
• Knowledge and ability to use Cutter's computer system, phone system, two-way radios and ground radios.
• Knowledge of the location of tools, equipment, tow bars, rags, cords, hoses cleaning supplies, waste and new lubricants, grease, vacuum cleaners, garbage dumpsters, carpets, supplies, keys, clipboards, fan, ladders, and other equipment.
• Knowledge of the location of office supplies, fuel tickets, etc.
• Knowledge of the location of keys for prop locks, oil storage, metal cabinets, tools, closets, and doors.
• Knowledge of the operation of hangar doors, hangar lights, night lights, and procedures for locking the facility, aircraft, and general security.
• Knowledge of Cutter Crew Member Handbook.
• A strong knowledge of all departments within the company, their function and their personnel.

JOB SPECIFICATIONS:

• A high school diploma or the equivalent with one year aviation experience. Line service experience a plus. Also requires a valid drivers license and a good driving record.

This performance plan in no way states or implies that these are the only duties to be performed by the crew memer(s) incumbent in this position. Crew member(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

• A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the abilities and aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or other employees. Requirements are representative of minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.