Ops Center Controller

Boeing•Seal Beach, CA

3d•Onsite

About The Position

The Ops Center Controller role serves as the initial point of contact for Airline customers and Field Service Representative (FSR) inquiries routed via calls and BCS Case Messages. The Ops Center Controller assesses, prioritizes, and coordinates actions to deliver timely technical and operational solutions while engaging internal Boeing stakeholders as required.

Requirements

5+ years of experience in commercial aircraft operations or support
Experience working with organizational leaders to develop and implement plans and objectives to meet requirements
Ability to interpret drawings, system schematics, wiring diagrams, and other technical documents
Ability to work a variable shift schedule including nights, weekends, and holidays. This is 7 days on / 7 days off (12-hour shifts). Your schedule may vary to support the business need.
Applicable and appropriate educational/certification credentials from an accredited institution and/or equivalent experience is required.
Must meet U.S. export control compliance requirements. To meet U.S. export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.62 is required. “U.S. Person” includes U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee.

Nice To Haves

Proven experience with airplane systems to troubleshoot in-service problems, including flight ramp experience on airplane system troubleshooting
Experience in airline maintenance operations, airplane production involving systems troubleshooting, and working in an airline MOC
Experience in project management
Bachelor of Science degree

Responsibilities

Serving as the primary intake for customer calls and BCS Case Messages, conduct an initial assessment of each request to determine appropriate next steps.
Conducting situational awareness calls with the airline customer or stakeholder after receiving a Case Message to gather facts, set expectations, and confirm next actions.
Prioritizing and triaging incoming requests to ensure timely engagement of the most effective resolution path (e.g., direct reply, SME engagement, or escalation).
Developing solutions using available published data, manuals, and technical references; delivering responses and guidance via BCS and following up to confirm resolution.
Providing telephone-based troubleshooting assistance to customers and FSRs as needed to restore or maintain aircraft operability.
Engaging Lead engineers, Systems/Structures engineers, or other subject-matter experts when additional technical analysis or deeper investigation is required.
Coordinating and escalating complex or unresolved issues to appropriate engineering, spares, field service, or operations teams for further action and tracking.
Initiating proactive remedial actions or interim measures when appropriate to mitigate operational impact while permanent solutions are developed.
Maintaining situational awareness of open cases and workload to meet service-level expectations and support on-time performance.
Documenting case activities, decisions, and outcomes clearly in BCS (and other tracking systems) to ensure continuity and auditable records.
Preparing and handing over comprehensive shift reports for critical or ongoing items to ensure seamless continuity between shifts.
Communicating status, risks, and resolution progress to internal stakeholders and customers through clear oral and written updates.
Escalating high-impact or emergent events per established processes to ensure visibility by leadership and rapid mobilization of resources.
Promoting customer satisfaction by providing timely, accurate, and professional communications and highlighting positive outcomes when appropriate.
Participating in cross-functional initiatives, continuous improvement efforts, and knowledge-sharing activities to enhance Controller effectiveness and Operations Center performance.