About the role
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)…
