Senior Field Service Engineer - Aviation

Responsibilities

• Provide telephone, remote, and onsite technical support to customers, dealers, and OEMs regarding aviation connectivity systems, services, and network performance
• Troubleshoot complex technical issues involving connectivity, network performance, system installations, and aircraft compatibility
• Partner with customer support, engineering, sales, and other cross-functional teams to resolve escalated issues and improve service outcomes
• Conduct training for customers and dealers on system usage, hardware operation, service compatibility, and entry-into-service support
• Document root cause findings, support testing and validation activities, and contribute to process and product support improvements
• Maintain accurate case records, technical documentation, and issue traceability in accordance with established standards
• Travel as needed to provide on-site support, customer demonstrations, and technical expertise at OEM facilities, customer locations, and industry events

Requirements

• Bachelor's degree in Electrical Engineering, Avionics, Aviation, or a related technical field, or an equivalent combination of education, relevant experience, and/or military technical training
• 5+ years of experience in the aviation industry
• 4+ years of product support experience in satcom, aviation connectivity, telecommunications, internet services, or a related technical discipline preferred
• Must be located or willing to relocate in close proximity to a major airport near Wichita, Kansas for on-wing support multiple days per week at OEM facilities
• Ability to travel domestically and internationally (up to 50%) to provide on-site technical support and training

Qualifications

• Deep understanding of networking, inflight connectivity, and satellite communication systems, including L-Band, Ku/Ka-band, VSAT, and Inmarsat/Iridium technologies
• Hands-on experience with IP-based systems, including routers, switches, and telephony networks
• Thorough knowledge of VHF communication systems and data transmission over VHF mediums
• Familiarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systems
• Excellent customer service and communication skills, with the ability to manage multiple inquiries, priorities, and customer-facing training responsibilities
• Aptitude for maintaining confidentiality and handling sensitive customer information with discretion

Skills

• Previous experience in a field service role supporting aviation connectivity or satellite communications solutions
• FAA Airframe & Powerplant (A&P) certification, EASA Aircraft Maintenance License, Cisco CCNA, Network+, or similar technical certification
• Proven problem-solving, analytical, and decision-making skills in technical support environments
• Ability to work independently, unsupervised, and effectively in remote locations
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and familiarity with CRM or case management tools such as Salesforce
• Experience with RF or network diagnostic equipment and troubleshooting satellite-based connectivity systems
• Demonstrated ability to adapt quickly, build effective working relationships, and contribute to continuous improvement in a dynamic aviation environment

Benefits

Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s 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.

Pay

Base Pay: $88,000 - $110,000 USD Annual Target Annual Short-Term Incentive Bonus Plan at 10% (% of Annualized Base Pay)

Schedule

Eligible For Incentive Stock Program Yes