Overview

The Customer Support coordinator will be the face of the academy—ensuring seamless day-to-day arrival logistics, simulator scheduling, facility management, and overall customer satisfaction for our visiting pilots, technicians, and instructors.

Key Responsibilities

• Manage all arrival logistics for incoming trainees, including welcome kits, access cards, schedules, catering and hotel/transportation arrangements.

• Provide dedicated on-site assistance to trainees throughout the duration of their programs.

• Collect and report customer satisfaction data for all ATO & MTO programs to drive continuous service quality improvements.

• Act as the primary point of contact with HQ/central management to coordinate all customer experience activities, reporting, data analysis, and action plans for improvement.

• Manage and update detailed customer schedules for all pilot and technician training programs, balancing operational windows for simulator/facility maintenance, customer demos, audits, and internal instructor training.

• Manage internal Pilot, FFS and regional mission hours reporting.

• Issue Letters of Intent (LOI).

• Monitor facility cleanliness and report maintenance or repair issues promptly to maintain a high-standard, professional environment.

• Oversee merchandise inventory, sales, and stock replenishment.

Requirements

• Professional experience in customer support or coordination roles.

• Strong organizational skills and attention to detail.

• Excellent communication and interpersonal skills.

• Ability to manage multiple schedules and stakeholders effectively.