Field Support Engineer-Europe

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:

Eligible for Incentive Stock Program:

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.