Technical Support Controller

 

 

Position Summary

The Technical Support Controller monitors fleet performance on a daily basis and provides recommendations for preventative maintenance, ongoing troubleshooting and/or aircraft recovery. The position reports to the Manager of Maintenance Operations Center (MOC).

Essential Responsibilities

• Monitor delays, pilot irregularity reports and other technical interruptions
• Identify necessary actions and provide instructions to prevent recurring interruptions. Coordinate with planning, Aircraft on Ground (AOG) and MOC to schedule and allocate parts/tooling for follow up actions
• Research, develop an action plan with aircraft manufacturing representatives to recover aircraft that are hard AOG
• Perform complex tasks as a joint venture with front line techs to improve skills and competencies
• Maintain and distribute records of actions and resolutions 
• Periodically report trends and recommendations to Tech Manager(s) and Air Transport Association (ATA) responsible Engineers. Collect front line data that will attribute to organizational effectiveness
• Assist in identifying necessary manual revisions or issuing Info Notices and/or Maintenance Alert Bulletins (MABs) for more effective troubleshooting. Support the Save Our Spares (SOS) and No Fault Found (NFF) policy programs
• Reviews Service News Letters (SNLs) and Airline Operator Telex (AOTs) for troubleshooting information
• Liaise with ATA Engineer, MOC and provide technical assistance and guidance in troubleshooting assignments for Blue Maintenance cities to reduce out of service (OOS) time
• Act as a leader during road trips to reduce OOS times when requested
• Review aircraft Health Diagnosis software (Health Monitoring software DFDR) for symptoms of system degradation and issue appropriate action
• Perform additional duties and responsibilities as assigned to achieve departmental and company objectives

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma with five (5) years’ experience in aircraft maintenance, aircraft systems and troubleshooting with a Part 121 operator; OR a Bachelor’s degree in Engineering with five (5) years’ experience in aircraft maintenance
• Valid Federal Aviation Administration (FAA) Airframe and Powerplant Certificate
• Strong ability to troubleshoot complex aircraft system
• Knowledge of aircraft maintenance processes and procedures
• Strong knowledge of aircraft documentation (Aircraft Maintenance Manual (AMM), Illustrated Parts Catalog (IPC), Fault Isolation Manual (FIM)/Troubleshooting Manual (TSM), Wiring Diagrams (WDs), Aircraft Schematic Manual (ASM), etc.)
• Diverse experience in all aspects of technical operations and aircraft systems
• Available for overnight travel (30%)
• Available to travel to support the recovery of OOS aircraft when needed and on short-notice
• In possession of or the ability to obtain valid travel documents with the ability to travel unrestricted in and out of the United States
• Depending on location, may need to acquire and maintain a United States Customs Clearance
• Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
• Possess and maintain a valid Driver License and a driving record that meets JetBlue Airways’ insurance standards
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Bachelor’s degree in Engineering or Aircraft Maintenance Management
• Experience with E190 and Airbus A320/A321/A220 aircraft

• Knowledge of Microsoft Project, Word, PowerPoint and Excel
• Strong organizational, communication and team building skills

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components