Aviation Maintenance Controller

Viasat; Carlsbad (CA); On-site; USD 40,000 - 63,000; Full time

Job summary

Viasat is seeking a Maintenance Controller in Dallas, TX to join the Global Enterprise & Mobility Support team. You will monitor open anomalies, support field engineers, coordinate software rollouts and ensure all maintenance work aligns with procedures and regulatory requirements.

The role requires 3+ years in technical customer service, strong communication with aviation stakeholders, and the ability to work across shifts in a 24x7 environment, with occasional travel up to 10%.

Qualifications

• 3+ years in technical customer service.
• Excellent customer service skills for business aviation and executive customers.
• Ability to work with FAA regulations, maintenance manuals, reliability programs.
• Proven skills in solving complex customer issues with good judgment.
• Open to working a flexible 24x7 schedule across 3 shifts, weekends and holidays.
• Strong written and verbal communication, with ability to present technical material to diverse audiences.

Responsibilities

• Track and maintain open anomalies in Salesforce for the installed fleet.
• Answer calls from aviation customers in a 24/7 control center environment.
• Provide technical mentorship to customers related to Viasat mobility terminals.
• Monitor and guide IFE/IFC systems in line operations with Maintenance personnel and stakeholders.
• Plan spares, tooling, and labor for out-of-service activities to restore systems quickly.
• Ensure complete and accurate documentation of all maintenance work.
• Coordinate with Airline Operations, QA, Materials management and contract maintenance as needed.
• Analyze malfunctions and determine actions based on findings.
• Assist technical teams to diagnose and resolve discrepancies per approved data.
• Contribute to development of maintenance and preventative maintenance programs.
• Coordinate new software rollouts, testing, and implementation to minimize reliability impact.
• Review aircraft historical data and issue action plans based on trends.
• Support daily operational call reporting on fleet status and plans.

Skills

Customer service

Aviation knowledge

Communication skills

Problem solving

Team collaboration

Travel readiness

Education

High school diploma

Tools

UNIX/Linux

Salesforce

Job description

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do

The Maintenance Controller is a key member of Viasat's Global Enterprise & Mobility Support team, which helps deliver and maintain Viasat's best-in-class In-Flight Connectivity (IFC) to our Commercial Aviation customers. The Maintenance Controller ensures that all work is carried out in accordance with Viasat procedures and manuals, following local laws. Additional key responsibilities include providing support to Viasat Field Engineering and Airline Engineering representatives during the installation, activation, and maintenance of Viasat IFC equipment, including software loads and updates. Verbal and written interaction with engineers is frequent and should be delivered professionally. This position collaborate with internal and external collaborators and must be able to communicate effectively with diverse audiences including engineering teams, program management, customers, and third-party partners & suppliers. This position requires contributing to shared knowledge, documentation, training of peers and other partners, and may require travel to other Viasat offices, customer locations, and airline maintenance locations up to 10%. The ideal candidate will have a background in commercial aircraft systems, specifically electrical and avionics equipment solving and testing. The critical nature of the work requires good judgment, initiative, and niche technical expertise to understand problems and develop recommended solutions. Experience with hardware and software elements involved in IP networking and satellite communications is helpful. Familiarity with UNIX/LINUX configuration, and ability to capture and interpret network traces is a plus.

The day-to-day

• Track, maintain and ensure all open anomalies across the installed fleet are actively being worked in our Salesforce ticketing system.
• Answers phone calls from aviation customers in our 24/7 control center environment.
• Supports and provides technical mentorship for customers related to Viasat mobility terminals.
• Responsible for continuous monitoring and providing guidance of IFE/IFC systems in line operations by close communication with Line Maintenance personnel, Maintenance Vendors, Airline Operations, Aircraft Engineering and other stakeholders to ensure all systems are operational.
• Manages system out of service activities which includes planning for spares, tooling, equipment, skill and adequate labor to ensure systems are restored expeditiously.
• Ensure complete and accurate documentation and records of all maintenance work performed on customer aircraft.
• Communicate with Airline Operations Managers, Quality Assurance, Materials management, and contract maintenance as required to support the repair and maintenance process.
• Analyze system malfunctions and determine a course of action based on those findings.
• Participate with technical teams to diagnose, solve, and provide guidance for any discrepancies related to the aircraft in accordance with approved technical data.
• Support in the development of a maintenance and preventative maintenance program.
• Coordinate new software roll out, testing and implementation to minimize impact to reliability.
• Review’s aircraft historical data and issues action plans as required based on repeat and chronic reliability programs.
• Supports the daily operational call reporting on the status and plan for the Viasat installed fleet
• Maintains safe, secure, and healthy work environment by following standards and procedures.

What you'll need

• 3+ years experience in technical customer service
• Excellent customer service skills to provide the high touch required by business aviation and executive customers
• The ability to work with and understand FAA regulations, maintenance manuals and programs, and reliability programs.
• Proven skills in assisting customers with complex solving without instruction, using good judgment to acquire results.
• Open to working a flexible schedule in a 24x7 environment as needed to support round-the-clock operations over 3 shifts, weekends and holidays.
• Strong written and verbal communication skills, including the ability to present complex technical material to a variety of audiences.
• Travel domestically and internationally up to 10% of the time.
• Must work onsite in Dallas Texas
• High school diploma

What will help you on the job

• 3+ years working with Ku or Ka band RF equipment, antennas, standard test equipment, and communications theory.
• 3+ years’ experience in Network Operations and Product Support.
• Prior experience with Linux/Unix.
• FAA Airframe (primary preference) & Powerplant (secondary preference) Certificate or equivalent Aircraft Engineering Degree
• Bachelor's degree in related field.

Salary range

$29.57 - $46.63 / hourly. For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $36.78 - $55.05/ hourly

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat’s comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.

EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.