The Gogo Business Aviation Sr. Field Support Engineer - London 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 Internationally. You will work in partnership with the International Sales and Account Managers and provide proactive technical support for Gogo customers outside the United States. You will collaborate and partner cross functionally with other Gogo teams to facilitate product sustainment and enhancements internationally and be based in London.

You will provide efficient and high-quality technical support services to a Gogo customer to resolve technical issues relating to all Gogo Business Aviation products and services. The ideal candidate 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 customers in support of all Gogo Business Aviation products and services

• Provide onsite and remote support to a valuable end-user 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 prompt 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

Other Duties

• Provide support to the Field Support Manager on other tasks or projects as needed

• 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 or equivalent combination of technical training and work experience in the field of electrical engineering, avionics, or product support of complex electronic equipment

• 5+ years of product support experience in a high-tech environment (telecommunications, internet services, and/or aviation)

• 2+ years of product support experience with Inmarsat satcom equipment and services

• Ability to travel up to 50%

• Must be located in London, England (or at a maximum of 3 hours by car/train)

• Must already be eligible to work in the UK

 Required Experience Skills and Talents

• Demonstrated experience in writing technical support materials.

• Advanced level skills using Microsoft Office computer applications (Word, Excel, PowerPoint and Outlook)

• Professional manner and superb communication skills essential

• Ability to exercise good judgment and make decisions

• Excellent problem solving and analytical skills are required

• Energetic and self-motivated; ability to work independently with minimal supervision.

• Ability to handle multiple inquiries and priorities while maintaining a pleasant demeanor with the customer.

• Networking and/or Inflight Connectivity knowledge 

• FAA Airframe and Powerplant certification or EASA Aircraft Maintenance License

• Experience with Salesforce, RF and Network diagnostic equipment 

• Must be able to perform all requirements for extended periods while remote.

• Ability to develop and execute troubleshooting action plans

• Experience with product support in telecommunications, satcom, aviation and/or internet service.

Desirable Experience, Skills and Talents

• Experience with Internet access and research

• Experience with computer networking and Internet protocol

• Must be able to work in an aircraft maintenance environment

• May be required to work in confined spaces at times

Additional Information

Base Pay:

Based on experience and responsibilities.

Target Annual Short-Term Incentive:

Bonus Plan at 10% (% of Annualized Base Pay)

Eligible for Incentive Stock Program:

Yes

Benefits:

Gogo offers competitive benefits that can fit each employee’s needs. Visit the Careers page on our website for more information at www.gogoair.com/careers.

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Gogo is committed to equal opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.