at Gogo Business Aviation LLC in Itasca, Illinois, United States
Job Description
Gogo
Remote - United States
Full time
R2961
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 in, or willing to relocate to 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
PI243866628
Gogo is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.
