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