AVIATION Technical Support Representative, Tier II – Swing shift

• Assist with complex technical questions for OEMs, dealers, and customers in support of all Gogo Business Aviation products and services

• Support end-users of Gogo Business Aviation systems on issues relating to proper use/operation, the functionality of services, and network performance or coverage
• Collaborate with Field Service Engineers for escalation and support
• Troubleshoot technical issues to achieve resolution in a timely and efficient manner
• Initiate root cause investigations to provide insight into cross-functional groups
• Deliver against customer experience and quality targets
• Aid the Technical Publications team in the review or preparation of technical documentation such as user’s manuals, installation manuals, and other technical support materials
• Promote the company’s Quality Management System by following defined processes and procedures, provide input and assistance on Continual Improvement process updates, and, where appropriate, work on resolutions to Corrective Actions
• Adherence to case management standards to ensure proper data collection and traceability
• Participate in Objective and Key Result initiatives in support of Gogo’s strategy and vision
• Stay informed of regulatory and industry changes

Qualifications

• Associate degree or equivalent combination of technical training and work experience in avionics, or product support of electronic equipment and/or aircraft.
• 5+ years of aircraft system installation and troubleshooting experience
• 5+ years of experience with product support in telecommunications, satcom, aviation, and/or internet service
• Availability Wednesday – Saturday 3:00pm – 2:00am; Shift bids are open bi-annually. There will be an additional 7% shift differential for swing shift!​
• Ability to travel domestically and internationally, under 10% 
• This is a safety-sensitive role subject to random drug testing

Required Experience, Skills, and Talents

• Strong problem-solving and analytical skills
• Superb customer service skills
• Self-motivated; ability to work independently with minimal supervision for extended periods
• Excellent written and verbal communication skills; organizational and time management skills
• Proficiency in developing and executing troubleshooting action plans 
• Skilled in prioritizing multiple time-critical customer cases while maintaining a pleasant and professional demeanor
• Demonstrated experience in writing work instructions 
• Advanced level skills using Microsoft Office computer applications; Word, Excel, PowerPoint, and Outlook

Preferred Experience, Skills, and Talents

• Experience with Salesforce
• AA Airframe and Powerplant certification  (A&P)

Apply to this specific role by September 27, 2023, and we will offer you a one-time sign-on bonus of $5,000 to join this exciting and dynamic team! Come help us build the inflight wireless industry’s most cutting-edge software technology from the ground up. AVIATION Technical Support Representative, Tier II – Swing shift

We love work-life balance as much as you do! Gogo Business Aviation is a place that values our employees’ time both in and out of the office. Our employees enjoy a hybrid in-office and work from home environment that is designed to give you the flexibility and space to collaborate with your team effectively while building the strong relationships that are a hallmark of our culture. AVIATION Technical Support Representative, Tier II – Swing shift