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

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• 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 seven (7) years’ experience in aircraft maintenance, aircraft systems and troubleshooting with a part 121 operator; OR 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 (WD), 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

• Must pass a pre-employment drug test<