Maintenance Controller

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 Services Support team, which helps deliver and maintain Viasat's best-in-class In-Flight Connectivity (IFC) and In-Flight Entertainment (IFE) services to our commercial airlines, Business aviation and other mobility customers. The Maintenance Controller plays a critical part in the service launch of new customers, supporting system activations and reliability of Viasat mobility terminals. The Maintenance Controller ensures that all work is carried out in accordance with Viasat procedures and manuals, following FAA and local laws. Additional key responsibilities include providing support to Viasat Field Engineering and Airline Engineering representatives during the installation, activation, and maintenance of Viasat IFEC equipment, including software loads and updates. Verbal and written interaction with engineers is frequent and must be delivered professionally. The Maintenance Controller collaborates with internal and external customers and must be able to communicate effectively with diverse audiences including engineering teams, program management, customers, and third-party partners & suppliers.

The day-to-day:

- Supports and provides technical guidance for aircraft maintenance technicians 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 personnel to ensure systems are restored expeditiously.
- Ability to take calls and assist customers remotely as part of a 24/7 support center.
- 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.
- Track, maintain and ensure all open anomalies across the installed fleet are actively being worked in our Salesforce ticketing system.
- Participate with technical teams to diagnose, fix, 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.
- Perform other tasks as assigned by the Manager, Customer Support Center.

What you'll need:

- The ability to work with and understand FAA regulations, maintenance manuals and programs, and reliability programs.
- Ability to assist customers with complex fixing without instruction, using sound judgment to obtain results.
- Ability to work a flexible schedule in a 24x7 environment as needed to support round-the-clock operations over 3 shifts, weekends and holidays.
- Ability to work onsite 100% in our London Office at Finsbury Square
- Ability to travel domestically and internationally up to 10% of the time.
- Must be able to obtain AOA airport badges.
- High school diploma or equivalent experience

What will help you on the job:

- Strong written and verbal communication skills, including the ability to present complex technical material to a variety of audiences.