General information

Job Title
Quality Assurance Technician - DFW/AA
Date
Wednesday, June 18, 2025
City
Dallas
State
Texas
Full/Part Time
Full Time
Exempt or Non-Exempt Position
Non-Exempt
Shift
A.M. shift, P.M. shift

Requirements and Description

This individual will serve as the primary customer service liaison to American Airlines, ensuring client requests, questions, and concerns are addressed with professionalism, urgency, and accountability. Equally important, this role will conduct thorough quality control (QC) checks of all maintenance work orders closed the previous day, verifying task completion, craftsmanship, and adherence to contract standards.

Primary Responsibilities:

Client Communication & Support (50%)

  • Serve as the on-site representative for American Airlines, acting as the first point of contact for daily communication between client representatives and the ERMC Facilities Maintenance Team.
  • Monitor and promptly respond to client inquiries, providing real-time updates on work order status, delays, and next steps.
  • Maintain a professional and approachable presence within Admirals Clubs and the Satellite Terminal, building strong, trust-based relationships with American Airlines management and staff.
  • Proactively identify and communicate facility concerns that may not have been officially reported, documenting and escalating potential work order needs before client complaints arise.

Quality Control & Reporting (50%)

  • Conduct daily walkthroughs of facilities to audit the quality of completed work orders from the previous day.
  • Assess task completion against scope of work, craftsmanship standards, and aesthetic expectations.
  • Document findings using written summaries and photographic evidence within the WebTMA system and Orange QC.
  • Identify trends or repeated deficiencies and compile weekly summary reports to support proactive retraining or corrective action.
  • Collaborate with Site Manager to prioritize follow-up maintenance, issue secondary work orders, and drive performance improvements across the technician team.

Qualifications:

  • 2+ years of experience in customer service or client-facing support roles; facilities or property management experience strongly preferred.
  • Familiarity with basic facilities maintenance terminology and tasks (e.g., plumbing, HVAC, lighting, general repairs).
  • Previous experience conducting quality assurance inspections or providing performance feedback is a plus.
  • Strong verbal and written communication skills with a professional demeanor.
  • Proficient with mobile apps and work order software; experience with WebTMA and/or Orange QC is a plus.
  • Strong attention to detail, accountability, and a proactive mindset.

Key Competencies:

  • Client Relationship Management
  • Observational & Analytical Thinking
  • Facilities Maintenance Awareness
  • Quality Assurance & Documentation
  • Accountability & Integrity
  • Communication & Collaboration

Work Environment:

  • On-site at DFW International Airport, across multiple American Airlines-operated facilities, including Admirals Clubs and terminals.
  • Walkthroughs and inspections will involve physical movement between terminals and back-of-house areas
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