The Gogo Field Support Engineer (FSE) - Europe provides high-quality and timely technical customer support for both internal and external customers. This role is responsible for pre- and post-installation troubleshooting, onsite and remote technical assistance, training, and customer education related to aviation satellite communications and inflight connectivity systems.
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
- Support 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
- Bachelor’s Degree in Electrical Engineering, Avionics, Aviation, a related technical field, OR equivalent military technical training
- 5+ years of experience in the aviation industry
- 4+ years of product support experience in satcom, aviation connectivity, telecommunications, or internet services
- Ability to travel domestically and internationally (up to 50%) to provide on-site technical support and training
- Must be located at a commutable distance from Farnborough, UK or Basel, Switzerland and be eligible to work and live in these countries
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 diagrams, and technical schematics
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software (Salesforce preferred)
Preferred Skills, Talents & Experience
- EASA B2 Aircraft Maintenance License
- Cisco CCNA or Network+ certification
- AeroIT Certification (must obtain within 90 days of hire)
- Experience with satellite-based connectivity solutions and troubleshooting
- Experience using RF and network diagnostic equipment
- Previous experience in a field service role supporting aviation connectivity solutions
- Strong problem-solving, analytical, and decision-making skills
- Excellent customer service skills with the ability to manage multiple inquiries and priorities
- Ability to work independently, unsupervised, and in remote locations
- Ability to maintain confidentiality and handle sensitive customer information
Additional Information
Base Pay:
Based on experience and responsibilities.
Target Annual Short-Term Incentive:
Not EligibleEligible 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 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.
