Technical Support Controller

Job description

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 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.