Airport Service Centre Coordinator (Term) - PS

The Airport Service Centre (ASC) Coordinator (Relief) (6 month Term) assists in the daily execution of efficient airport operations and passenger flow by managing and monitoring air terminal building operational systems. The ASC Coordinator is responsible for the day-to-day administration of the Flight Information and Resource Management Systems (FIMS/RMS), and in the production and dissemination of gate assignment information. As the primary point of contact of day-to-day operational service requests and inquiries for internal and external stakeholders, the ASC Coordinator will efficiently and effectively provide first-line support, initiate solutions through triage, and issue corrective maintenance work orders via the Service and Asset Management (SAM) system. Through proficient skills in written and verbal communication, electronic systems management, record keeping, and well-developed critical thinking, the ASC Coordinator will support HIAA's values and business goals by consistently delivering superior customer service. The ASC Coordinator is considered an essential HIAA position, staffed 365 days per year.

Responsibilities

Responsibilities

• Manage inputs to the FIMS/RMS in consultation with the ASC Supervisor and other users of the systems including airlines, ground handlers and stakeholders.

• Assign and monitor aircraft stands, gate podiums, and baggage carrousels for airline operations to facilitate safe, secure and efficient daily airport operations and passenger processing. Respond to opportunities to optimize airport operations, as necessary.

• Communicate directly with airport stakeholders to support their day-to-day operations, assist with all service requests while utilizing a comprehensive understanding of airport and airline procedures, and a working knowledge of airport infrastructure.

• Continuously monitor operational systems including but not limited to; Gate Management, Gate Information Display System, SAM, phone lines, Baggage Handling System (BHS), radio console, and airside/air terminal building surveillance cameras to ensure accuracy of information and initiate necessary corrective actions, as required.

• Provide superior customer service to both internal and external stakeholders through proficiency in electronic, verbal, and written communication skills.

• At the direction of the ASC Supervisor, assist in collaborative assessments of compatibility, safety, and efficiency of aircraft stand usage by air carriers.

• Assist customers with front line support to resolve concerns, requests or inquiries, whenever possible. Conduct callbacks and follow-ups to ensure customer satisfaction, as necessary.

• Secure information, identify key issues, alternate courses of action, and make timely, accurate decisions based on available resources, constraints and organizational values. Apply critical thinking and problem-solving skills in a fast-paced environment.

• Generate work orders for service and corrective maintenance using clear, concise, and technical language as required to assist the responding work group in expediting corrective actions.

• Interpret, and, in easily understood terms, disseminate to airport stakeholders, potentially complex information from; flight schedules, operational safety and awareness materials, and construction/maintenance activity notices.

• Support the ASC Supervisor with contract management by communicating directly with waste management, cleaning, and pest control contractors.

• Compose, maintain, track and analyze detailed information including, but not limited to; various types of reports, records, daily logs of operational events and actions, work orders, flight and gate schedules, maintenance issues, and service requests.

• Manage boardroom and HIAA vehicle bookings for internal and external clients. Monitor resource calendars to avoid conflicts and assist in troubleshooting as needed.

• Conduct assignments within the Airside Vehicle Registration Program including, but not limited to, providing and reviewing paperwork for accuracy and completion, performing vehicle inspections both on and off site, participating in audits, and maintaining accurate record keeping.

• Play a vital role in HIAA's Curbside Assistance program, including receiving customer information, requests for specific aid via the HIAA Mobility Assistance Phones, and dispatching the appropriate types of assistance.

OCCASIONAL DUTIES:

• Assist with the development and updating of Standard Operating Procedures (SOPs) and related ASC documentation, as required.

• Attend meetings and prepare meeting minutes or summary updates for the ASC Supervisor and other team members, as required.

• Participating in HIAA required training, assigned. Contribute to a continuous learning environment in support of maintaining ASC team readiness.

• Provide customer service to the general public through direct information phone lines.

• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the ASC.

• Assist other departments, as required.

• Other duties, as assigned.

Qualifications

Qualifications

• A suitable combination of education and experience in business, administration, air terminal services, or air carrier customer service will be considered.

• Extensive experience and demonstrated competency with business software applications such as MS Office, Excel, Outlook, SCADA systems, Service and Asset Management systems, and other resource management or scheduling systems as may be applied.

• Knowledge of airport operations and business processes, including, but not limited to; those of airlines, ground handlers, physical security and security screening services, tenants, concessions, other facilities and their functions.

• Demonstrated ability to manage multiple priorities within a dynamic, fast-paced environment.

• Demonstrated proficiency and professionalism in electronic, written and verbal communications.

• Demonstrated ability to effectively handle stress in a professional manner and de-escalate potentially tense customer service situations.

• Demonstrated ability to learn and apply new job-related skills and knowledge in a timely manner.

• Demonstrated ability to work independently, and as a member of a team.

• Demonstrated ability to use critical thinking and problem-solving skills to support operations, with a high level of professionalism.

• Demonstrated ability to develop and maintain strategic working relationships with internal and external stakeholders.

ABOUT US:

At Halifax International Airport Authority, we are dedicated to building strong, vibrant communities through our commitment to connecting people and goods to the world. Our vision is to be Canada's best gateway airport, and our values drive everything we do. As a member of our team, you'll be part of a dynamic and dedicated community of professionals, working together to make a positive impact on the world around us. We prioritize the health, safety, and security of our people and passengers, and make decisions based on integrity and a sense of humanity. We are committed to sustainability, service excellence, and collaboration, and strive to go above and beyond in everything we do.

At HIAA, you will enjoy being part of an evolving global industry, with all the comforts that come from being one of only 200 employees. Employee engagement matters at HIAA -- in the last three years, an average of 91% of our employees said they would recommend HIAA as an employer.

Safety first: We go above and beyond to ensure a safe and healthy workplace for all our employees, providing comprehensive training, proper safety equipment, and a culture of collaboration and support. With us, you can trust that your well-being is always our top concern.

Caring supervisors and teammates: You'll join a team of supportive and caring individuals who are always ready to help each other succeed. Our supervisors and coworkers are invested in your professional and personal growth, and will work with you to provide guidance, support, and encouragement and professional development. With us, you'll always feel supported, personally and professionally.

Part of a larger community: You'll be part of a vibrant and dedicated community of professionals working together with one purpose: to safely and efficiently manage, operate and promote the region's largest airport. Whether you're a customer service representative, an electrician, or a member of our management team, you'll play a crucial role on our team and as part of the Halifax Stanfield community. With us, you'll be part of something bigger.

Competitive compensation and benefits: We believe in rewarding our employees for their hard work and dedication. That's why we offer competitive compensation and a comprehensive benefits package to support the physical, emotional, and financial well-being of our team. With us, you'll have access to industry-leading pay (starting at $42.53/hour) and benefits, including health insurance, a registered pension plan retirement savings plans, and wellness programs, to help you thrive both personally and professionally. This position also qualifies for commuting allowance and free parking.

If this position interests you, please apply in confidence

HIAA believes in equitable opportunities for everyone

We encourage women, Indigenous persons, persons with disabilities and racially visible persons to apply and self-identify.

To self-identify, please click here and complete the survey.