Terminal Operations Duty Officer

Department: Airport Operations

Division: Operations

Reports to: Terminal Operations Manager

Classification: Exempt

The Jacksonville Aviation Authority (JAA) welcomes applications for the role of Terminal Operations Duty Officer. This position will remain open until it is filled.

Job Summary

This is professional work performing landside terminal and grounds inspections to help enforce compliance with Federal safety regulations and airport rules, policies, procedures, leases and agreements. Responds to any emergencies in the terminal and landside. This work requires general knowledge of FAA Parts 139 and 1542 aviation rules and regulations. This is a customer-centric position requiring courtesy, tact, skills in understanding and influencing people, and effectiveness in dealing with others. The work is performed following regulations, policies and procedures, and involves a variety of situations, requiring the frequent use of judgement in search of solutions. The work is performed in a commercial service airport environment. Operates computers and other standard office equipment. The work is performed under limited supervision subject to regulations, policies and procedures. Represents Operations Management when on duty outside of normal working hours. 

Essential Functions

• Conducts Terminal and Landside material condition and operational efficiency inspections via scheduled intervals and continuous surveillance.
• Works closely with airlines, concessions, rental cars, and other stakeholders to take care of passenger needs during Irregular Operations.
• Closely observes the material condition, function and cleanliness of all portions of the Landside Terminal complex. Take action to correct issues.
• Schedules, coordinates, and conducts tenant leasehold compliance inspections; tracks all deficiencies discovered during the inspections by issuing work orders; following up with parties responsible for deficiency correction.
• Responds to Terminal emergencies and coordinates/assists responding personnel/agencies while adhering to NIMS standards. Fulfills duties outlined in the Airport Emergency Plan.
• Manages the  Airport Lost and Found program, including the processing and security of found items, management of the online system, communication with customers, returning items both in-person and by shipping, and disposition of unclaimed items IAW airport procedures.
• Operated independently in the Ops-Comm function of the Airport Operations Control Center. Must effectively use all communications and emergency notification equipment.
• Ensures all Terminal and Landside facilities and activities fully comply with all safety and security requirements of the TSA, FAA, OSHA, EPA, NFPA, FDOT, FDEP, and other agencies.
• Oversee ongoing contractor construction projects throughout the landside complex. Works closely with other JAA departments and tenants to ensure safety, security and passenger comfort during ongoing construction operations.
• Ensures JIA’s Baggage Handling System operates at optimum performance. Directs contingency measures when problems arise to keep the baggage system operating.
• Ensures each of the airport’s passenger loading bridges are fully operational and users are trained in the operations of the bridges.
• Ensures goods, passenger and vehicle circulation throughout the airport complex. Implement solutions (directional signage, queue management, etc.) to address deficiencies.
• Responding to customer inquires and complaints received from various sources including in-person, telephone, email, or JAXACTIONLINE. Research requests and refers inquires to appropriate entities for response.
• Documents, reports, and coordinates all applicable work requests and repairs with the Facilities Department and other departments within the JAA. Investigate problems with work orders. Follows up with appropriate managers to ensure timely resolution.
• Works closely with TSA leadership to ensure the Passenger Security Screening Checkpoint  - queue lines are monitored for maximum efficiency.
• Conducts wildlife/animal patrols throughout the Landside portions of JIA and takes measures to ensure a safe environment.
• Conducts Terminal security integrity inspections, verify access control systems are operational, and respond to potential security breaches to provide assistance in mitigation and resolution efforts.
• Ensures all Terminal and Landside information systems such as FIDS-BIDS-GIDS, Common-Use computers, way-finding monitors, public address systems, signage, page phone, blue phones, CCTV, and airline database interface computers are operating properly. 
• Monitors all parking garages and lots. Reports any parking system, safety or cleanliness issues including lights, signage, ticket machines, elevators and conveyor systems. Ensures passengers can enter and exit with ease. Assists customers with wayfinding.
• Conducts Terminal security integrity inspections, verify access control systems are operational, and respond to potential security breaches to aid in mitigations and resolution efforts. 
• Research, compiles data and drafts reports on various Terminal Operations issues for management and other users. Develops and delivers training for JAA and stakeholders on various subjects including response to Baggage System problems and Irregular Operations.
• Performs other duties as assigned.

Knowledge, Skills & Abilities

• Must have general knowledge of the aviation rules and regulations, specifically 14 CFR Parts 139, and 77, 49 CFR PAR 1542, and 1544.
• Must possess database management, Excel, Internet and MS Office skills
• Ability to communicate effectively both verbally and in writing with a wide variety of people.
• Excellent customer service skills in an airport environment dealing with both internal and external customers.
• Must be able to work shift work including nights, weekends and holidays.
• Strong knowledge of current aviation-related issues and factors impacting airports.
• Capable of coordinating resources and people to handle difficult or emergency situations.
• General knowledge of the FAA Airport Compliance Manual Section 5190.6b

Required Education & Experience

• Bachelor’s degree in Aviation Management, Business Management or a closely related field  and  two (2) years of airport operations, airline operations, airport customer service or closely related experience at a commercial service airport or Bachelor's degree in Aviation or Airport Management with successful completion of the JAA Internship Program.
• Airport Operations qualifications (ACE or CM) preferred. 

Additional Eligibility Qualifications (Licenses/Certifications etc.)

• Must be able to obtain and maintain a Security Identification Display Area (SIDA) badge
• Florida Class E Driver's License is required and must be maintained
• Must be able to pass a Florida Department of Law Enforcement Security Background Check.

Physical Demands

The physical demands consist of walking from one area of the terminal and grounds to another, sitting or standing at a workstation for extended periods of time, occasionally climbing industrial ladders into baggage conveyor spaces, and may involve lifting objects weighing up to 40 pounds. Position requires operating a motor vehicle on public roads, airfield ramps areas, garages and other landside portions of the terminal.  Must be able to meet the physical requirements of the position with or without reasonable accommodation

Salary : $59,443 - $76,944