Field Service Engineer in Itasca, Illinois at Gogo

The Field Support Engineer is responsible for delivering high-quality technical support, troubleshooting, and customer service for aviation satellite communications and inflight connectivity systems. This role supports post-installation issues, onsite and remote technical assistance, customer and dealer training, and cross-functional efforts that help ensure product performance, customer satisfaction, and continuous improvement.

Are you a technically skilled professional who enjoys solving complex problems, supporting customers, and working across teams in a fast-paced aviation environment? Do you bring strong troubleshooting skills, sound judgment, and a customer-focused mindset? If so, this opportunity may be a great fit.

COME ON BOARD THE GOGO FIELD SERVICE TEAM!

How will you make a difference?

• 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

Qualifications

• 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 and 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 in the region, including but not limited to Ohio, Michigan, or Indiana, for on-wing support multiple days per week at OEM facilities.

• Travel domestically and internationally (up to 50%) to provide on-site technical support and training

• This is a safety-sensitive position. Position is subject to a pre-employment drug test and subsequent random drug testing

Required Skills, Talents, & Experience

• 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

• Ability to read and interpret installation manuals, wiring diagrams, and technical schematics

• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and familiarity with CRM or case management tools such as Salesforce

• Proven problem-solving, analytical, and decision-making skills in technical support environments

• Excellent customer service and communication skills, with the ability to manage multiple inquiries, priorities, and customer-facing training responsibilities

• Ability to work independently, unsupervised, and effectively in remote locations

• Aptitude for maintaining confidentiality and handling sensitive customer information with discretion

• Willingness to relocate to or maintain a commutable distance from a major airport in the assigned region to support on-wing activities at OEM facilities

• Flexibility to travel with short notice and work extended hours when needed to support customer and business requirements

Preferred Skills, Talents, & Experience

• 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

• 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