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The
Senior Field Support Engineer, Aviation-Northeast is responsible for delivering high-quality
technical support, troubleshooting, and
customer service for
aviation satellite communications and inflight connectivity systems. This role supports post-installation issues, onsite and remote technical assistance, customer and dealer training, and cross-functional efforts that help ensure product performance, customer satisfaction, and continuous improvement.
Are you a technically skilled professional who enjoys solving complex problems, supporting customers, and working across teams in a fast-paced aviation environment? Do you bring strong troubleshooting skills, sound judgment, and a customer-focused mindset? If so, this opportunity may be a great fit.
COME ON BOARD THE GOGO FIELD SERVICE TEAM!
How will you make a difference?- Provide telephone, remote, and onsite technical support to customers, dealers, and OEMs regarding aviation connectivity systems, services, and network performance
- Troubleshoot complex technical issues involving connectivity, network performance, system installations, and aircraft compatibility
- Partner with customer support, engineering, sales, and other cross-functional teams to resolve escalated issues and improve service outcomes
- Conduct training for customers and dealers on system usage, hardware operation, service compatibility, and entry-into-service support
- Document root cause findings, support testing and validation activities, and contribute to process and product support improvements
- Maintain accurate case records, technical documentation, and issue traceability in accordance with established standards
- Travel as needed to provide on-site support, customer demonstrations, and technical expertise at OEM facilities, customer locations, and industry events
Qualifications - Bachelor's degree in Electrical Engineering, Avionics, Aviation, or a related technical field, or an equivalent combination of education, relevant experience, and/or military technical training
- 5+ years of experience in the aviation industry
- 4+ years of product support experience in satcom, aviation connectivity, telecommunications, internet services, or a related technical discipline preferred
- Must be located or willing to relocate in close proximity to a major airport in Pennsylvania or New Jersey for on-wing support multiple days per week at OEM facilities
- Ability to 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 pre-employment drug test and subsequent random drug testing
Required Skills, Talents, & Experience - Deep understanding of networking, inflight connectivity, and satellite communication systems, including L-Band, Ku/Ka-band, VSAT, and Inmarsat/Iridium technologies
- Hands-on experience with IP-based systems, including routers, switches, and telephony networks
- Thorough 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 and communication skills, with the ability to manage multiple inquiries, priorities, and customer-facing training responsibilities
- Aptitude for maintaining confidentiality and handling sensitive customer information with discretion
Preferred Skills, Talents, & Experience - Previous experience in a field service role supporting aviation connectivity or satellite communications solutions
- FAA Airframe & Powerplant (A&P) certification, EASA Aircraft Maintenance License, Cisco CCNA, Network+, or similar technical certification
- Proven problem-solving, analytical, and decision-making skills in technical support environments
- Ability to work independently, unsupervised, and effectively in remote locations
- Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and familiarity with CRM or case management tools such as Salesforce
- Experience with RF or network diagnostic equipment and troubleshooting satellite-based connectivity systems
- Demonstrated ability to adapt quickly, build effective working relationships, and contribute to continuous improvement in a dynamic aviation environment
FAA 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:
96,000.00 - 120,000.00 USD Annual
Target Annual Short-Term Incentive:
Bonus Plan at 10% (% of Annualized Base Pay)
Eligible for Incentive Stock Program:
Yes
Benefits:
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 www.gogoair.com/careers.
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