About this role
<p> </p> <p><img src="https://rmkcdn.successfactors.com/5858ab09/aad2b740-339c-42fe-8d5e-e.png" style="width:324.0px;height:84.0px"></p> <p> </p> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Position Summary:</span></strong></p> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">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.</span></p> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Essential Responsibilities:</span></strong></p> <ul> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Monitor aircraft performance, delays, pilot irregularity reports, and technical interruptions to identify required maintenance actions</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Utilize health monitoring and predictive maintenance platforms (e.g., Skywise, TRAX, ERGOS, DFDR) to identify system degradation, anticipate failures, and prevent unscheduled events</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Prioritize and manage technical alerts and discrepancies, documenting disposition (Actioned, Deferred, Closed) and ensuring follow-through on corrective actions</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Provide technical guidance and troubleshooting instructions to Aircraft Maintenance Technicians to support timely and effective repairs</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Coordinate with Maintenance Operations Center (MOC), Aircraft on Ground (AOG), Planning, and Engineering to allocate resources, parts, and tooling</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Lead and support aircraft recovery efforts, including hard AOG events and field response when required</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Perform complex troubleshooting in collaboration with frontline technicians to improve technical effectiveness and competency</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Analyze maintenance data, technician feedback, and repair shop findings to determine root cause and confirm effectiveness of corrective actions</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Identify recurring issues and develop standardized troubleshooting procedures to improve efficiency and scalability</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Monitor trends and provide recommendations to leadership and Engineering to improve fleet reliability and reduce repeat discrepancies</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Collaborate with Engineering to support development, validation, and refinement of predictive maintenance models and alert logic</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Participate in operational calls, reliability meetings, and technical investigations; provide input to Engineering, OEMs, and stakeholders</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Review and apply technical documentation including AMM, IPC, FIM/TSM, WDM, ASM, Service News Letters (SNLs), and Airline Operator Telexes (AOTs)</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Assist with development of maintenance communications such as Info Notices, Maintenance Alert Bulletins (MABs), and procedural updates</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Support reliability initiatives including Save Our Spares (SOS) and No Fault Found (NFF) programs</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Maintain accurate records of actions taken, resolutions, and performance outcomes</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Other duties as assigned</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Minimum Experience and Qualifications:</span></strong></p> <ul> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">High School Diploma or General Education Development (GED) Diploma</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Five (5) years of experience in aircraft maintenance, aircraft systems, and heavy transport category aircraft</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Valid Federal Aviation Administration (FAA) Airframe and Powerplant Certificate</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Strong ability to troubleshoot complex aircraft systems</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Knowledge of aircraft maintenance processes and procedures</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">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.)</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Diverse experience in all aspects of technical operations and aircraft systems</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Ability to analyze data and make informed operational decisions</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Available for overnight travel (30%)</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Available to travel to support the recovery of out of service (OOS) aircraft when needed and on short notice</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">In possession of or the ability to obtain valid travel documents with the ability to travel unrestricted in and out of the United States</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Depending on location, may need to acquire and maintain a United States Customs Clearance</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Possess and maintain a valid Driver License and a driving record that meets JetBlue Airways’ insurance standards</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Must pass a pre-employment drug test</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Must be legally eligible to work in the country in which the position is located</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Authorization to work in the US is required. This position is not eligible for visa sponsorship</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Preferred Experience and Qualifications:</span></strong></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Bachelor’s degree in Engineering or Aircraft Maintenance Management</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Experience with Airbus A320/A321/A220 and/or E190 aircraft</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Experience with predictive maintenance tools and data analysis</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Knowledge of Microsoft Project, Word, PowerPoint, and Excel</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Strong organizational, communication, and team building skills</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Crewmember Expectations:</span></strong></p> <ul> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Regular attendance and punctuality</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Potential need to work flexible hours and be available to respond on short notice</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Able to maintain a professional appearance</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">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)) </span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures, and risk controls</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Equipment:</span></strong></p> <ul> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Computer and other office equipment</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Work Environment:</span></strong></p> <ul> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Traditional office environment and occasional field service</span></li> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Present for core business hours with occasional off-hours support</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Physical Effort:</span></strong></p> <ul> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (sedentary)</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><strong><span style="font-size:10.0pt">Compensation:</span></strong></p> <ul> <li style="line-height:normal;font-size:9.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt">The base pay range for this position starts at $118,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.</span></li> </ul>