Senior Ops Center Controller

Boeing•Everett, WA

2d•Onsite

About The Position

The Boeing Company Commercial Airplanes (BCA) is looking for a Senior Ops Center Controller to work in Everett, WA. 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

9+ years of related work experience or an equivalent combination of technical education and experience.
Airframe and Powerplant (A&P) license or an engineering degree
Willing and able to work a variable shift
5+ years of airline/aircraft maintenance operations experience

Nice To Haves

Experience with 787 systems to include diagnosing, troubleshooting, and resolving technical or operational problems/procedures
Experience interpreting engineering drawings, schematics, 3D models, wiring diagrams, and/or interface control documents
Experience researching technical source data and specifications

Responsibilities

Leads global technical support of company products at customer sites and Boeing locations.
Analyzes emerging customer requirements and develops solutions to ensure product safety, integrity and supportability.
Monitors customer products status and operational issues.
Troubleshoots and resolves complex product maintenance and operational and/or fleet reliability issues.
Supports customer action plans and coordinates resources regarding airplane-on-ground (AOG) or non-mission capable (NMC) situations.
Trains and supports peers.
Acts as a liaison between customer leaders and Boeing leaders.
Serves as a Boeing brand ambassador.
Contributes to or leads a team to develop customer support plan and executes strategy.
Provides airline operations support and maintain company presence at customer location.
Monitors fleet status and operational issues.
Develops action plans, coordinates resources to provide solutions and resolve AOG situations.
Validates or reviews effectiveness of company provided solutions, takes corrective action and develops recommendation for process/product improvements.
Develops and conducts targeted training.
Serves as the primary intake for customer calls and BCS Case Messages, conduct an initial assessment of each request to determine appropriate next steps.
Conducts situational awareness calls with the airline customer or stakeholder after receiving a Case Message to gather facts, set expectations, and confirm next actions.
Prioritizes and triages incoming requests to ensure timely engagement of the most effective resolution path (e.g., direct reply, SME engagement, or escalation).
Provides telephone-based troubleshooting assistance to customers and FSRs as needed to restore or maintain aircraft operability.
Engages Lead engineers, Systems/Structures engineers, or other subject-matter experts when additional technical analysis or deeper investigation is required.
Coordinates and escalates complex or unresolved issues to appropriate engineering, spares, field service, or operations teams for further action and tracking.
Initiates proactive remedial actions or interim measures when appropriate to mitigate operational impact while permanent solutions are developed.
Maintains situational awareness of open cases and workload to meet service-level expectations and support on-time performance.
Documents case activities, decisions, and outcomes clearly in BCS (and other tracking systems) to ensure continuity and auditable records.
Prepares and hands over comprehensive shift reports for critical or ongoing items to ensure seamless continuity between shifts.
Communicates status, risks, and resolution progress to internal stakeholders and customers through clear oral and written updates.
Escalates high-impact or emergent events per established processes to ensure visibility by leadership and rapid mobilization of resources.
Promotes customer satisfaction by providing timely, accurate, and professional communications and highlighting positive outcomes when appropriate.
Participates in cross-functional initiatives, continuous improvement efforts, and knowledge-sharing activities to enhance Controller effectiveness and Operations Center performance.