AVIATION Technical Support Representative, Tier II - Swing shift

Overview
The Gogo Business Aviation Technical Support Representative, Tier II provides high-quality and timely technical 24/7 customer support for internal and external customers. This role provides critical post-installation troubleshooting guidance to Gogo's Customers, Dealers, and OEMs.
You will collaborate and partner cross-functionally with other Gogo teams to facilitate product sustainment and enhancements. You will have a customer-focused mentality and a high technical aptitude, taking the initiative to maintain the highest level of support in a fast-paced, demanding environment.
Are you passionate about avionics and aviation but you are ready for a less demanding physical role? Do you have exceptional troubleshooting skills and love to help people?
COME ON BOARD THE CUSTOMER OPERATIONS TEAM!
Apply to this specific role by September 27, 2023, and we will offer you a one-time sign-on bonus of $5,000 to join this exciting and dynamic team! Come help us build the inflight wireless industry's most cutting-edge software technology from the ground up.
How will you make a difference?

• Assist with complex technical questions for OEMs, dealers, and customers in support of all Gogo Business Aviation products and services

• Support end-users of Gogo Business Aviation systems on issues relating to proper use/operation, the functionality of services, and network performance or coverage
• Collaborate with Field Service Engineers for escalation and support
• Troubleshoot technical issues to achieve resolution in a timely and efficient manner
• Initiate root cause investigations to provide insight into cross-functional groups
• Deliver against customer experience and quality targets
• Aid the Technical Publications team in the review or preparation of technical documentation such as user's manuals, installation manuals, and other technical support materials
• Promote the company's Quality Management System by following defined processes and procedures, provide input and assistance on Continual Improvement process updates, and, where appropriate, work on resolutions to Corrective Actions
• Adherence to case management standards to ensure proper data collection and traceability
• Participate in Objective and Key Result initiatives in support of Gogo's strategy and vision
• Stay informed of regulatory and industry changes

Qualifications

• Associate degree or equivalent combination of technical training and work experience in avionics, or product support of electronic equipment and/or aircraft.
• 5+ years of aircraft system installation and troubleshooting experience
• 5+ years of experience with product support in telecommunications, satcom, aviation, and/or internet service
• Availability Wednesday - Saturday 3:00pm - 2:00am; Shift bids are open bi-annually. There will be an additional 7% shift differential for swing shift!
• Ability to travel domestically and internationally, under 10%
• This is a safety-sensitive role subject to random drug testing

Required Experience, Skills, and Talents

• Strong problem-solving and analytical skills
• Superb customer service skills
• Self-motivated; ability to work independently with minimal supervision for extended periods
• Excellent written and verbal communication skills; organizational and time management skills
• Proficiency in developing and executing troubleshooting action plans
• Skilled in prioritizing multiple time-critical customer cases while maintaining a pleasant and professional demeanor
• Demonstrated experience in writing work instructions
• Advanced level skills using Microsoft Office computer applications; Word, Excel, PowerPoint, and Outlook

Preferred Experience, Skills, and Talents

• Experience with Salesforce
• AA Airframe and Powerplant certification (A&P)

Apply to this specific role by September 27, 2023, and we will offer you a one-time sign-on bonus of $5,000 to join this exciting and dynamic team! Come help us build the inflight wireless industry's most cutting-edge software technology from the ground up.
We love work-life balance as much as you do! Gogo Business Aviation is a place that values our employees' time both in and out of the office. Our employees enjoy a hybrid in-office and work from home environment that is designed to give you the flexibility and space to collaborate with your team effectively while building the strong relationships that are a hallmark of our culture.
Equal Pay Disclosure(s)
Colorado Equal Pay Statement: Disclosure required by sb19-085 (8-5-20) of the minimum salary compensation for this role to be located in the state of Colorado.
Base Pay:
35.20 - 44.00 USD Hourly
Target Annual Short-Term Incentive:
Bonus Plan at 5% (% 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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Gogo is an Equal Opportunity Employer and Affirmative Action Employer and works 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).