What are the responsibilities and job description for the Technical Support Controller position at JetBlue Airways?
Position Summary
The Technical Support Controller monitors fleet performance on a daily basis and provides recommendations for preventative maintenance, ongoing troubleshooting and / or aircraft recovery. The position reports to the Manager of Maintenance Operations Center (MOC).
Essential Responsibilities
Monitor delays, pilot irregularity reports and other technical interruptions
Identify necessary actions and provide instructions to prevent recurring interruptions. Coordinate with planning, Aircraft on Ground (AOG) and MOC to schedule and allocate parts / tooling for follow up actions
Research, develop an action plan with aircraft manufacturing representatives to recover aircraft that are hard AOG
Perform complex tasks as a joint venture with front line techs to improve skills and competencies
Maintain and distribute records of actions and resolutions
Periodically report trends and recommendations to Tech Manager(s) and Air Transport Association (ATA) responsible Engineers. Collect front line data that will attribute to organizational effectiveness
Assist in identifying necessary manual revisions or issuing Info Notices and / or Maintenance Alert Bulletins (MABs) for more effective troubleshooting. Support the Save Our Spares (SOS) and No Fault Found (NFF) policy programs
Reviews Service News Letters (SNLs) and Airline Operator Telex (AOTs) for troubleshooting information
Liaise with ATA Engineer, MOC and provide technical assistance and guidance in troubleshooting assignments for Blue Maintenance cities to reduce out of service (OOS) time
Act as a leader during road trips to reduce OOS times when requested
Review aircraft Health Diagnosis software (Health Monitoring software DFDR) for symptoms of system degradation and issue appropriate action
Perform additional duties and responsibilities as assigned to achieve departmental and company objectives
Minimum Experience and Qualifications
High School Diploma or General Education Development (GED) Diploma with five (5) years’ experience in aircraft maintenance, aircraft systems and troubleshooting with a part 121 operator; OR Bachelor’s degree in Engineering with five (5) years’ experience in aircraft maintenance
Valid Federal Aviation Administration (FAA) Airframe and Powerplant Certificate
Strong ability to troubleshoot complex aircraft system
Knowledge of aircraft maintenance processes and procedures
Diverse experience in all aspects of technical operations and aircraft systems
Available for overnight travel (30%)
Available to travel to support the recovery of 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
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 E190 and Airbus A320 / A321 / A220 aircraft
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)
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