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Tech Support Controller

Position Summary

The Technical Support/Repeat Item 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 Technical Support & AOG.

Essential Responsibilities

  • Monitor delays, pilot irregularity reports and other technical interruptions.

  • Identify necessary actions and provide instructions to prevent recurring interruptions. Coordinate with planning, AOG and MCC 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 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 MABs for more effective troubleshooting. Support the SOS and NFF policy programs.

  • Reviews SNLs and AOTs for troubleshooting information

  • Liaise with ATA Engineer, MCC and provide technical assistance and guidance in troubleshooting assignments for Blue MX cities to reduce OOS time.

  • Act as a leader during road trips to reduce OOS times when requested

  • Review aircraft Health Diagnosis software (AHEAD, AIRMAN, 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/General Education Development (GED) Diploma with Seven (7) years experience in aircraft maintenance, aircraft systems and troubleshooting with a part 121 operator OR Bachelors 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

  • Strong knowledge of aircraft documentation (AMM, IPC, FIM/TSM, WD, ASM, etc.)

  • 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 to travel 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

  • Valid travel documents with the ability to travel unrestricted in and out of the United States

  • Must pass a ten (10) year background check and pre-employment drug test

  • Must be legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

  • Bachelors Degree in Engineering or Aircraft Maintenance Management

  • Experience with E190 and Airbus A320/A321 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

  • Well-groomed and 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 JetBlues Safety Management System

  • Promote JetBlues #1 value of safety as a Safety Ambassador, supporting JetBlues Safety Management System (SMS) components, Safety Policy and behavioral standards

  • Identify safety concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlues 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 JetBlues safety performance metric goals and understand how they relate to their duties and responsibilities


  • Computer and other office equipment

Work Environment:

  • 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)

Job ID #:36170Location:Long Island City, NY

Area of Interest:AviationLocation Code:LSC Long Island City SC: Long Island City Support Ctr ( JetBlue )

Employment Status:Full-Time Regular

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the crewmember(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position Expectations may be subject to change as the needs of the organization change.

JetBlue Airways Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Associated topics: desk, edi, excel, help desk, information technology help desk, support, system support, technical support, technical support specialist, troubleshoot

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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