The Gogo Business Aviation
Sr. Aviation 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 avionics equipment
5+ years of product support experience in aviation
2+ years of product support experience with in flight 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
Networking and/or Inflight Connectivity knowledge
FAA Airframe and Powerplant certification or EASA Aircraft Maintenance License
Ability to develop and execute troubleshooting action plans
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.
Experience with Salesforce, RF and Network diagnostic equipment
Must be able to perform all requirements for extended periods while remote.
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:YesBenefits:Gogo offers competitive benefits that can fit each employee’s needs. Visit the Careers page on our website for more information atwww.gogoair.com/careers.--- --- ---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.
