Field Service Engineer

Gogo • Itasca, IL • 1h ago

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13348157\ Gogo\ \ \ Remote - United States\ Full time\ R4089\ \ \

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 Business Aviation 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\ 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\ Bachelors Degree in Electrical Engineering, Avionics, Aviation, or a related technical field, OR equivalent military technical training\ 4+ years of experience in the aviation industry\ 2+ 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 dia\ \ \ \ Equal employment opportunity, including veterans and individuals with disabilities.\ \

PI283079176

Gogo

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