Field Service Engineer
Satcom Direct
full-time
Posted on:
Location Type: Remote
Location: Ohio • United States
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Salary
💰 $80,000 - $100,000 per year
About the role
- 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
- Provide support with 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
Requirements
- Bachelor’s Degree in Electrical Engineering, Avionics, Aviation, or a related technical field, OR equivalent military technical training
- 4+ years of experience in the aviation industry
- 2+ years of product support experience in satcom, aviation connectivity, telecommunications, or internet services
- Must be located, or willing to relocate, within close proximity to a major airport in Ohio
- 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 drug test to be hired and random drug testing
- 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
- Excellent customer service skills with the ability to manage multiple inquiries and priorities
Benefits
- medical, dental and vision coverage
- immediate vesting 401k plan
- paid time off
- volunteer time off
- Employee Stock Purchase Plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingnetwork performancesystem installationsaircraft compatibilityregression testingroot cause investigationtechnical documentationnetworkingsatellite communication systemsIP-based systems
Soft Skills
customer servicecollaborationcommunicationproblem-solvingtime managementprocess improvementtechnical expertisetrainingdocumentationcase management
Certifications
Bachelor’s Degree in Electrical EngineeringBachelor’s Degree in AvionicsBachelor’s Degree in Aviationmilitary technical training