Maintenance Controller

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

The Maintenance Controller is a key member of Viasat's Global Enterprise & Mobility Support team, which helps deliver and maintain Viasat's best-in-class In-Flight Connectivity (IFC) to our Commercial Aviation customers. The Maintenance Controller ensures that all work is carried out in accordance with Viasat procedures and manuals, following local laws.

This position collaborates closely with internal and external collaborators to communicate effectively with diverse audiences including engineering teams, program management, customers, and third-party partners & suppliers. Additional responsibilities include providing support to Viasat Field Engineering and Airline Engineering representatives during the installation, activation, and maintenance of Viasat IFC equipment, including software loads and updates. This position requires contributing to shared knowledge, documentation, training of peers and other partners.

The ideal candidate will have a background in commercial aircraft systems, specifically electrical and avionics equipment solving and testing. The critical nature of the work requires good judgment, initiative, and niche technical expertise to understand problems and develop recommended solutions. Experience with hardware and software elements involved in IP networking and satellite communications is helpful. Familiarity with UNIX/LINUX configuration, and ability to capture and interpret network traces is a plus.

In this role, you will:

• Track, maintain and ensure all open anomalies across the installed fleet are actively being worked in our Salesforce ticketing system
• Support and provide technical mentorship for customers related to Viasat mobility terminals
• Provide continuous monitoring and guidance of IFE/IFC systems in line operations by close communication with Line Maintenance personnel, Maintenance Vendors, Airline Operations, Aircraft Engineering and other stakeholders to ensure all systems are operational
• Manage system out of service activities which includes planning for spares, tooling, equipment, skill and adequate labor to ensure systems are restored expeditiously
• Ensure complete and accurate documentation and records of all maintenance work performed on customer aircraft
• Communicate with Airline Operations Managers, Quality Assurance, Materials management, and contract maintenance as required to support the repair and maintenance process
• Analyze system malfunctions and determine a course of action based on those findings
• Participate with technical teams to diagnose, solve, and provide guidance for any discrepancies related to the aircraft in accordance with approved technical data
• Support in the development of a maintenance and preventative maintenance program
• Coordinate new software roll out, testing and implementation to minimize impact to reliability
• Review aircraft historical data and issues action plans as required based on repeat and chronic reliability programs
• Support the daily operational call reporting on the status and plan for the Viasat installed fleet
• Maintain safe, secure, and healthy work environment by following standards and procedures

• 3+ years' experience in technical customer service supporting airlines services
• Excellent customer service skills to provide the high touch required by business aviation and executive customers
• Ability to work with and understand FAA regulations, maintenance manuals and programs, and reliability programs
• Proven skills in assisting customers with complex solving without instruction, using good judgment to acquire results
• Open to working a flexible schedule in a 24x7 environment as needed to support round-the-clock operations over 3 shifts, weekends and holidays
• Strong written and…