Field Service Engineer

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Remote - United Statestime type:
Full time posted on:
Posted Todayjob requisition :
R4089--- --- ---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!*
* • Provide telephone and onsite technical support to customers, dealers, and OEMs regarding Gogo Business Aviation and Satcom Direct systems, services, and network performance  
• Troubleshoot complex technical issues related to connectivity, network performance, system installations, and aircraft compatibility  
• Collaborate with Customer Support, Aircraft Application Engineers, and Technical Support teams to resolve escalated cases efficiently  
• Conduct Entry into Service (EIS) training for customers and dealers on system usage, hardware operations, and service compatibility  
• Provide support with regression testing, verification of software/hardware fixes, and contribute to process improvement initiatives  
• Perform root cause investigations, document findings, and provide recommendations to enhance product support  
• Assist with reviewing and preparing technical documentation, including user manuals and installation guides  
• Adhere to case management standards for data collection, traceability, and issue resolution  
• Represent the company at trade shows, workshops, and customer meetings to promote products and services  
• Work closely with the Sales team to conduct customer demonstrations and provide technical expertise during client engagements  
• Maintain knowledge of regulatory changes affecting aviation connectivity systems and installations
** Qualifications*
* • Bachelor’s Degree in Electrical Engineering, Avionics, Aviation, or a related technical field, OR equivalent military technical training  
• 4+ years of experience in the aviation industry  
• 2+ years of product support experience in satcom, aviation connectivity, telecommunications, or internet services  
• Must be located, or willing to relocate, within close proximity to a major airport in Ohio  
• Travel domestically and internationally (up to 50%) to provide on-site technical support and training  
• This is a safety-sensitive position. Position is subject to a drug test to be hired and random drug testing
** Required Skills, Talents, & Experience*
* • Strong 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 networks  
• Knowledge of VHF communication systems and data transmission over VHF mediums  
• Familiarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systems  
• Ability to read and interpret installation manuals, wiring diagrams, and technical schematics  
• Excellent customer service skills with the ability to manage multiple inquiries and priorities
** Preferred Skills, Talents, & Experience*
* • FAA Airframe & Powerplant (A&P) certification or EASA Aircraft Maintenance License  
• AeroIT 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 skills  
• Experience with satellite-based connectivity solutions and troubleshooting  
• Experience using RF and…