Field Support Engineer-Northeast Region

The Gogo Business Aviation Field Support Engineer (Northeast Region) is responsible for providing high quality and timely technical customer support for internal and external customers. This role provides critical post installation troubleshooting guidance to Gogo's Customers, Dealers, and OEMs.
You will work in partnership with the Regional Sales and OEM / Dealer Account Managers and provide proactive technical support for Gogo customers. 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.
Do you get excited about new technology? Do you thrive on troubleshooting and helping customers? Then, please read on and COME ON BOARD THE GOGO BUSINESS AVIATION FIELD ENGINEERING TEAM!
How will you make a difference?

• Support and answer complex technical questions for OEMs, dealers and customers in support of all Gogo Business Aviation products and services
• Provide onsite and remote support to end-users and Dealers of Gogo Business Aviation systems on issues relating to proper use/operation, functionality of services and network performance or coverage
• Collaborate with Tier 2 and Aircraft Application Engineers for escalation and support
• Troubleshoot technical issues to achieve resolution in a timely and efficient manner
• Initiate root cause investigations to provide insight to cross functional groups, document findings and recommendations
• Deliver against customer experience and quality targets
• Support the Technical Publications team in the review or preparation of technical documentation such as user's manuals, installation manuals and other technical support materials
• Support 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 abreast of regulatory changes and new requirements; interpret those that may affect certification and installation of Gogo's products

Qualifications

• Bachelor's Degree (BSc) or equivalent combination of technical training and work experience in the field of Electrical Engineering, or Avionics. Military Technical Training may be accepted in lieu of a formal degree
• Minimum of 5 years' experience in the Aviation Industry
• 4 years of product support experience dealing with SATCOM equipment and services
• Ability to travel to dealer in Canada and United States, OEM and customer sites at times on short notice (50%)
• Must be located a commutable distance from a major airport in the Northeast region of the United States
• This is a safety sensitive role that is subject to random drug testing

Required experience, skills and talents

• Experience with product support in telecommunications, SATCOM, aviation and/or internet service
• Ability to handle multiple inquiries and priorities while maintaining a pleasant demeanor with the customer
• Excellent customer service skills, including listening, verbal, and written communications
• Ability to develop and execute troubleshooting action plans
• Excellent problem solving and analytical skills

Preferred experience, skills and talents

• Networking and/or Inflight Connectivity knowledge
• FAA Airframe and Powerplant certification or EASA Aircraft Maintenance License
• Experience with Satellite based connectivity solutions including troubleshooting
• Experience with Salesforce, RF and Network diagnostic equipment
• Advanced level skills using Microsoft Office computer applications (Word, Excel, Power Point and Outlook)
• Excellent organizational and time management skills
• Energetic and self-motivated

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:
92,000.00 - 115,000.00 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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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).