Senior Scheduling Specialist

About FlightSafety International

FlightSafety International is the world’s premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world’s largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.

Purpose of Position

The Scheduling Specialist, Senior’s primary role is to provide complete scheduling oversight for all FlightSafety internal/external customers with the best overall customer service experience. The Scheduling Specialist, Senior facilitates all coordination of regulatory and operator training requirements between FlightSafety and its customers and clients. This role is also responsible to ensure all instructors are trained and qualified to provide the best training experience.

Tasks and Responsibilities

  • Proficient on all technical and operational processes required to perform job functions.
  • Manages tasks and makes independent judgements on such topics as scheduling customers/clients, sending confirmations, creating new customer/client accounts, updating client information.
  • Manage all aspects of client training schedules and coordinate with customers on specific training needs and requirements that may impact schedule modifications.
  • Understands and interprets regulatory requirements and verifies training objectives.
  • Verify/collect pre-training documents.
  • Call customer/clients to confirm attendance and training objectives.
  • Manage client retention program.
  • Act as primary point of contact for assigned program(s) by interacting and communicating with internal and external customers as well as regulatory agencies, to include potential after-hours and weekend support.
  • Familiarity with FlightSafety’s product and services and when possible provide customers with additional training available to enhance the overall experience and ultimately generate more sales and revenue.
  • Collaborate with Operations and other departments to drive organizational improvements, streamlining processes and identify best practices.
  • Review and understand country specific guidance and/or documentations and provide the most up to date information to ensure clients/customers and instructors are adhering to all regulatory requirements.
  • Responsible to assess, organize, plan and assign resources to customer training events, instructor training and qualifications.
  • Responsible for training teammates in a transition or entry role in Customer Support.
  • Coordinate and schedule instructor currency requirements in accordance with FlightSafety and regulatory requirements for each program(s).
  • Ensure all instructors are informed of unique customer training requests and comply with country/customer specific training requirements.
  • Advise DOT on future training demands by providing forecast data to ensure sufficient staffing for future training events.
  • Responsible for mentoring, training, and development of Customer Support teammates.
  • May be asked to assume responsibility of Scheduling Specialist, Lead or Manager, Client Experience in their absence.

Minimum Education

  • Bachelor’s degree in Business or Aviation Management preferred or three (3) years’ related experience and/or training; or equivalent combination of education and experience; equivalency years’ experience substitution must be in related field.

Minimum Experience

  • Achieved a master level of all responsibilities of Scheduling Specialist.
  • Requires knowledge of aviation industry terminology, FARs, and prerequisites for FlightSafety International courses, as specified by FAA/NAA regulations.
  • Two (2) years’ experience in a work environment of an upper level management support position involving confidentiality, organizational skills and time constraint pressures, required. One (1) to two (2) years of aviation experience preferred.

Knowledge, Skills, Abilities

  • Excellent customer service skills.
  • Knowledge of aviation terminology as specified by FAA/NAA.
  • Knowledge of basic scheduling concepts and/or experience with scheduling software.
  • Detail oriented with excellent organization and time management skills.
  • Excellent verbal and written communication skills.
  • Ability to interact with various levels of management in a professional manner.
  • Ability to adapt to changes rapidly and perform in a fast-paced work environment.
  • Results-oriented with high drive to achieve objectives and standards with little supervision or guidance.
  • Customer/client oriented and ability to adapt/respond to different types of personalities.
  • Fluency in English, through both verbal and written communications; able to speak, understand, read and write.
  • General knowledge of the following software: MS Office Suite, TMS Systems, CRM.

Physical Demands and Work Environment

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand; walk; sit.Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material. The noise level in the work environment is usually low to moderate.

FlightSafety is an Equal Opportunity Employer/Vet/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.