Technical Support Controller

Posted 17 days ago

jetblue airwaysLong Island City (NY)

Aircraft Mechanics and Service Technicians Other Support Activities for Air Transportation

SENIORITY

Senior

SALARY

$118,000.00 per year

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About the role

Position Summary: The Technical Support Controller monitors fleet health and operational performance using real-time and predictive maintenance tools. This role applies advanced aircraft systems knowledge and troubleshooting expertise to direct maintenance actions, prevent operational disruptions, reduce out-of-service (OOS) time, and improve fleet reliability.

Essential Responsibilities:

Monitor aircraft performance, delays, pilot irregularity reports, and technical interruptions to identify required maintenance actions
Utilize health monitoring and predictive maintenance platforms (e.g., Skywise, TRAX, ERGOS, DFDR) to identify system degradation, anticipate failures, and prevent unscheduled events
Prioritize and manage technical alerts and discrepancies, documenting disposition (Actioned, Deferred, Closed) and ensuring follow-through on corrective actions
Provide technical guidance and troubleshooting instructions to Aircraft Maintenance Technicians to support timely and effective repairs
Coordinate with Maintenance Operations Center (MOC), Aircraft on Ground (AOG), Planning, and Engineering to allocate resources, parts, and tooling
Lead and support aircraft recovery efforts, including hard AOG events and field response when required
Perform complex troubleshooting in collaboration with frontline technicians to improve technical effectiveness and competency
Analyze maintenance data, technician feedback, and repair shop findings to determine root cause and confirm effectiveness of corrective actions
Identify recurring issues and develop standardized troubleshooting procedures to improve efficiency and scalability
Monitor trends and provide recommendations to leadership and Engineering to improve fleet reliability and reduce repeat discrepancies
Collaborate with Engineering to support development, validation, and refinement of predictive maintenance models and alert logic
Participate in operational calls, reliability meetings, and technical investigations; provide input to Engineering, OEMs, and stakeholders
Review and apply technical documentation including AMM, IPC, FIM/TSM, WDM, ASM, Service News Letters (SNLs), and Airline Operator Telexes (AOTs)
Assist with development of maintenance communications such as Info Notices, Maintenance Alert Bulletins (MABs), and procedural updates
Support reliability initiatives including Save Our Spares (SOS) and No Fault Found (NFF) programs
Maintain accurate records of actions taken, resolutions, and performance outcomes
Other duties as assigned

Minimum Experience and Qualifications:

High School Diploma or General Education Development (GED) Diploma
Five (5) years of experience in aircraft maintenance, aircraft systems, and heavy transport category aircraft
Valid Federal Aviation Administration (FAA) Airframe and Powerplant Certificate
Strong ability to troubleshoot complex aircraft systems
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 (WDM), Aircraft Schematic Manual (ASM), etc.)Diverse experience in all aspects of technical operations and aircraft systems Ability to analyze data and make informed operational decisions Available for overnight travel (30%)Available to travel to support the recovery of out of service (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 Airbus A320/A321/A220 and/or E190 aircraft
Experience with predictive maintenance tools and data analysis
Knowledge of Microsoft Project, Word, PowerPoint, and ExcelStrong 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 FunMust 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.

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