Senior Ops Center Controller
Company:
The Boeing Company
Boeing 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.
**Primary 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.
Basic Qualifications (Required Skills and Experience):
- 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
Preferred Qualifications (Desired Skills and Experience):
- 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
Drug Free Workplace:
Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.
Pay & Benefits:
At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.
The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.
Pay is based upon candidate experience and qualifications, as well as market and business considerations.
Summary Pay Range: $124,100 - $167,900 USD
Language Requirements:
Not Applicable
Education:
Not Applicable
Relocation:
This position offers relocation based on candidate eligibility.
Export Control Requirement:
This position 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.
Safety Sensitive:
This is not a Safety Sensitive Position.
Security Clearance:
This position does not require a Security Clearance.
Visa Sponsorship:
Employer will not sponsor applicants for employment visa status.
Contingent Upon Award Program
This position is not contingent upon program award
Shift:
Shift 4 (United States of America)
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Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
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