Control Room Operator (CRO)

Job Description

Job Description

Location: Boston Logan International Airport – Terminal C
Schedule:

• All Shift Available

About Symbrant Aviation Services

Symbrant Aviation Services provides mission-critical airport infrastructure support at major U.S. airports. We ensure safe, reliable, and efficient operations for airlines and passengers by maintaining and monitoring:

• Baggage Handling Systems (BHS)
• Passenger Boarding Bridges (PBB)
• Pre-Conditioned Air Units (PCA)
• Ground Power Units (GPU)

At Boston Logan – Terminal C, our team supports high-volume airline operations in a 24/7 airport environment where performance, communication, and precision matter.

Job Summary

The Control Room Officer (CRO) at Symbrant Aviation Services plays a critical role in supporting day-to-day airport operations by coordinating real-time communications, dispatching maintenance resources, and tracking operational activity across a 24/7 environment.

This position serves as the central coordination and communication hub between maintenance teams, airline partners, airport operations, and vendors. The CRO ensures service requests are properly logged, prioritized, dispatched, and tracked through completion while maintaining accurate records and professional communication at all times.

This role is well-suited for candidates who are organized, dependable, calm under pressure, and comfortable working in a fast-paced operational setting . A college degree is not required ; practical experience, reliability, and strong communication skills are key.

Key Responsibilities

Operational Dispatch & Coordination

• Monitor incoming service requests (e-calls, work orders, radio, phone, or digital systems).
• Dispatch mechanics, technicians, and support staff based on priority, issue type, and availability.
• Ensure timely response and follow-up on all assigned tasks.

Communication & Stakeholder Support

• Distribute a daily staffing report at the start of each shift, and complete an end-of-shift report summarizing all system activity, e-calls, and work orders.
• Act as the central point of contact between maintenance teams, airline partners, airport operations, and internal leadership.
• Provide clear status updates, escalate issues when required, and maintain professional communication under pressure.

Task Tracking & Documentation

• Track work orders, incidents, and shift activity using CMMS tools (such as UPkeep), spreadsheets, and internal trackers.
• Maintain accurate logs of downtime events, response times, and resolutions.
• Ensure information is properly documented for shift handovers and reporting.

System Monitoring

• Monitor operational systems related to Baggage Handling Systems (BHS), Ground Support Equipment (GSE), and facility infrastructure using available monitoring tools and dashboards.
• Identify abnormal conditions and notify appropriate personnel for response or escalation.

Cross-Shift & Team Coordination

• Support smooth handoffs between shifts by ensuring all open issues, priorities, and notes are clearly communicated.
• Coordinate with maintenance, facilities, and safety teams to support operational continuity.

Continuous Improvement & Professional Conduct

• Identify recurring issues or inefficiencies and communicate them to leadership.
• Follow established procedures, safety protocols, and communication standards at all times.

Required Skills & Qualifications

• High school diploma or equivalent required
• Strong organizational skills with the ability to multitask and prioritize
• Clear verbal and written communication skills
• Comfort working with computers, CMMS systems, and basic Excel trackers
• Ability to remain calm, professional, and focused in high-pressure situations
• Willingness to work nights, weekends, holidays, and rotating shifts as required
• Dependable attendance and punctuality are essential

Preferred (Not Required)

• Experience in aviation, transportation, logistics, facilities, or dispatch roles
• Familiarity with maintenance environments or industrial operations
• Prior experience with call centers, dispatching, or control room operations

Physical & Work Environment Requirements

• Ability to sit for extended periods while monitoring systems and communications
• Ability to respond quickly to operational changes
• Work performed in a control room / operations center environment