Field Service Engineer

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- -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 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 training4+ years of experience in the aviation industry2+ 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 network diagnostic equipment

FAA Safety Sensitive Notice This 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. USD Annual Target Annual Short-Term Incentive :

Bonus Plan at 5% (% of…