Technical Support Controller

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 drivi