Field Service Engineer

- - -The Gogo Field Support Engineer (FSE) provides high-quality and timely technical customer support for both internal and external customers. This role is responsible for post-installation troubleshooting, onsite and remote technical assistance, training, and customer education related to aviation satellite communications and inflight connectivity systems for a major customer fleet based in Ohio as well as other customers.The FSE works closely with Sales, OEM/Dealer Account Managers, and other cross-functional teams to ensure customer satisfaction, product sustainment, and continuous improvement in service and technical support. This position requires a high degree of technical aptitude, strong problem-solving skills, and a customer-focused mindset in a dynamic aviation environment.COME ON BOARD THE GOGO FIELD SERVICE ENGINEERING TEAM!How will you make a difference?Provide telephone and onsite technical support to customers, dealers, and OEMs regarding Gogo systems, services, and network performanceTroubleshoot complex technical issues related to connectivity, network performance, system installations, and aircraft compatibilityCollaborate with Customer Support, Aircraft Application Engineers, and Technical Support teams to resolve escalated cases efficientlyConduct Entry into Service (EIS) training for customers and dealers on system usage, hardware operations, and service compatibilityProvide support with regression testing, verification of software/hardware fixes, and contribute to process improvement initiativesPerform root cause investigations, document findings, and provide recommendations to enhance product supportAssist with reviewing and preparing technical documentation, including user manuals and installation guidesAdhere to case management standards for data collection, traceability, and issue resolutionRepresent the company at trade shows, workshops, and customer meetings to promote products and servicesWork closely with the Sales team to conduct customer demonstrations and provide technical expertise during client engagementsMaintain knowledge of regulatory changes affecting aviation connectivity systems and installationsQualificationsBachelor’s Degree in Electrical Engineering , Avionics , Aviation , or a related technical field, OR equivalent military technical training4+ years of experience in the aviation industry2+ years of product support experience in satcom , aviation connectivity , telecommunications , or internet servicesMust be located, or willing to relocate, within close proximity to a major airport in OhioTravel domestically and internationally (up to 50%) to provide on-site technical support and trainingThis is a safety-sensitive position. Position is subject to a drug test to be hired and random drug testingRequired Skills, Talents, & ExperienceStrong understanding of networking , inflight connectivity , and satellite communication systems (L-Band, Ku/Ka-band, VSAT, Inmarsat/Iridium)Experience with IP-based systems , including routers , switches , and telephony networksKnowledge of VHF communication systems and data transmission over VHF mediumsFamiliarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systemsAbility to read and interpret installation manuals, wiring diagrams, and technical schematicsExcellent customer service skills with the ability to manage multiple inquiries and prioritiesPreferred Skills, Talents, & ExperienceFAA Airframe & Powerplant (A&P) certification or EASA Aircraft Maintenance LicenseAeroIT Certification (must obtain within 90 days of hire)Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software (Salesforce preferred)Strong problem-solving, analytical, and decision-making skillsExperience with satellite-based connectivity solutions and troubleshootingExperience using RF and network diagnostic equipmentFAA Safety Sensitive NoticeThis is a safety sensitive role that will require pre-employment drug test and random testing throughout your employment.Equal Pay Disclosure(s)Base Pay :80,000.00 - 100,000.00 USD AnnualTarget Annual Short-Term Incentive :Bonus Plan at 5% (% of Annualized Base Pay)Eligible for Incentive Stock Program :YesBenefits :Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at .- - -Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.The EEO is the law and is available here . Gogo participates in E-Verify ( English and Spanish ). Right to Work Statement ( English and Spanish ). #J-18808-Ljbffr Gogo-Business-Aviation