Technical Support Controller

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)…