USAirports is a family-owned, full service FBO that operates 24/7/365 and serves the general aviation community as a fixed base operator in a state-of-the-art facility on the south side of the Frederick Douglass - Greater Rochester International Airport. USAirports provides a full range of amenities and support services such as fueling, hangaring, aircraft maintenance, tie-down, and ramp parking to the personal and corporate tenants of the airport as well as transient aircraft.

The Line Service Manager is responsible for B-Shift management of Fixed Base Operator (FBO) line service staff and daily functions. Duties include delivering exceptional customer service to airlines, general aviation tenants, users, and the traveling public at Frederick Douglass – Greater Rochester International Airport. The shift manager will oversee daily commercial and general aviation duties to include, but not limited to, fueling operations, deicing operations, inspections, quality control, and safety checks of all FBO equipment. Perform administrative duties assisting upper management in ensuring the success of a fully operational and trained staff.

This position that offers a rewarding work experience and benefits that include medical, dental, vision, life insurance, short term disability, optional accident and critical care insurance, paid vacation, paid holidays, paid sick time, and 401k.

Full Time Hours:

B Shift:  1300-2130

Workdays:

Monday - Friday

Hourly Rate:

$48,000 - $62,000/year Based on Experience

KEY RESPONSIBILITIES

Operational Oversight:

• Oversee and assist with arriving aircraft; guide, tow, and secure aircraft in appropriate parking area; greet aircraft crew and passengers with courtesy and professionalism; fuel and service aircraft (transient, tenant and airline); de-ice aircraft; cargo handling; monitor ramp and hangar to ensure order and cleanliness; provide personal service as requested (baggage, transportation, errands, etc.).
• Implement and maintain operational procedures necessary for FBO operations.
• Recommend operational improvements and modifications when necessary.
• Mentor line service staff to ensure they are motivated, well informed, disciplined, coordinated, and are always providing the highest level of customer service with concern for safety and security.
• Ensure timely, effective, and comprehensive communication both internally and externally on all matters to the arrival and departure of aircraft. 
• Maintain effective communication with staff, CSR’s, upper management, and other departments.

Leadership:

• Ensure all areas of FBO operations remain safe and in compliance with all local, state, and federal regulations, and enforce security and safety procedures in the FBO and on the ramp.
• Assist with staff training plans and related record keeping.
• Investigate and determine root cause and corrective actions to service delays, fuelings, and accidents/incidents.
• Ensure safety and efficiency, and audits departmental procedures and practices ensuring all documentation is kept up to date.
• Address customer questions and complaints in a responsive and respectful manner.
• Record and report to the Operations Manager regarding incidents related to safety in the workplace having taken immediate action and conducted a preliminary investigation.
• Maintain close contact with FBO customers to ensure that the service provided meets or exceeds the requirements of the customer.

Recruitment and Retention:

• Ensure line service staff are in uniform, display a kept appearance, and monitor for behavioral issues.
• Management and coordination of line service staff schedules, monitoring and approving overtime, and attendance. 
• Participate in the recruitment of new employees, conduct interviews, and onboard new hires in conjunction with HR and the Operations Manager.
• Evaluate and document performance, provide feedback to employees, address disciplinary actions, and terminate employees with guidance from HR and Operations Manager.

Other:

• Participate in safety committee meetings.
• Perform other duties as assigned by management.

QUALIFICATIONS

• Minimum 18 years of age.
• Required documentation: valid Driver’s License, birth certificate and/or passport.
• Able to pass a 10-year background check, receive and maintain an airport security badge. 
• Able to acquire customs seal through US Customs and Border Patrol.
• Excellent dependability, communication, and professionalism required.
• Ability to work flexible hours and shifts, including holidays and weekends.
• Experience in airline, hospitality/resort, personal customer service industries and/or military service a plus but not necessary.

PHYSICAL DEMANDS AND WORK ENVIRONMENT  

• Able to work in a fast-paced work environment with efficiency and accuracy.
• Able to perform repetitive tasks and motions, including bending at the waist and knees, standing, sitting, squatting, kneeling, crawling, and twisting for extended amounts of time. 
• Must be able to lift and carry 50 lbs. from floor to waist level. 
• Must be willing and able to work at heights up to 45’ in a bucket truck and up to 12’ on a ladder.
• Must have sufficient vision and ability to safely perform the essential functions of the position.
• Ability to wear PPE (personal protective equipment) such as ear protection, safety glasses, gloves, high visibility clothing when required. 
• Certain functions may be performed in varying weather and environmental conditions such as precipitation, extreme temperatures, jet engine fumes, dust, and noise. The tasks are performed inside and outside near stationary and moving aircraft (including spinning propellers and engines).

USAirports is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by Federal, State, or Local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall leave of absence, compensation, benefits, training, and apprenticeship. USAirports makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

USAirports will recruit, hire, train and promote qualified individuals without regard to race, color, religion, sex, veteran status, or disability in accordance with Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance act of 1974, which require affirmative action to ensure equal opportunity in all aspects of employment. USAirports does not discriminate on the basis of national origin or citizenship status as provided in the Immigration Reform and Control Act of 1986.