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 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
• 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, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment and occasional field service
• Present for core business hours with occasional off hours support

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position starts at $118,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.