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…