Field Support Engineer - Southeast
Field Support Engineer - Southeast
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Salary Not Disclosed
1 Vacancy
Job Description
The Gogo Field Support Engineer (FSE) - Southeast 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.
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 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
- Support 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
- Bachelors Degree in Electrical Engineering Avionics Aviation a related technical field OR equivalent military technical training
- 5 years of experience in the aviation industry
- 4 years of product support experience in satcom aviation connectivity telecommunications or internet services
- Ability to travel domestically and internationally (up to 50%) to provide on-site technical support and training
- Must be located a commutable distance from a major airport in Florida preferably near Melbourne FL
- This is a safety sensitive role that is subject to 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
- Proficiency in Microsoft Office Suite (Word Excel PowerPoint Outlook) and CRM software (Salesforce preferred)
Preferred Skills Talents & Experience
- FAA Airframe & Powerplant (A&P) certification or EASA Aircraft Maintenance License
- Cisco CCNA or Network certification
- AeroIT Certification (must obtain within 90 days of hire)
- Experience with satellite-based connectivity solutions and troubleshooting
- Experience using RF and network diagnostic equipment
- Previous experience in a field service role supporting aviation connectivity solutions
- Strong problem-solving analytical and decision-making skills
- Excellent customer service skills with the ability to manage multiple inquiries and priorities
- Ability to work independently unsupervised and in remote locations
- Ability to maintain confidentiality and handle sensitive customer information
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:
92000.00 - 115000.00 USD AnnualTarget Annual Short-Term Incentive:
Bonus Plan at 10% (% of Annualized Base Pay)Eligible for Incentive Stock Program:
NoBenefits:
Gogo offers competitive benefits including medical dental and vision coverage with plans that can fit each employees 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 --- ---
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 beconsidered for employment regardless of race color religion age sex national origin marital status medical condition or disability.
The EEO is the law and is availablehere. Gogoparticipates in E-Verify (EnglishandSpanish). Right to Work Statement(EnglishandSpanish).
Employment Type
Full-Time
