PpThe Gogo Field Support Engineer (FSE) - Basel 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. /ph3Responsibilities /h3ulliProvide telephone and onsite technical support to customers, dealers, and OEMs regarding Gogo Business Aviation and Satcom Direct systems, services, and network performance. /liliTroubleshoot complex technical issues related to connectivity, network performance, system installations, and aircraft compatibility. /liliCollaborate with Customer Support, Aircraft Application Engineers, and Technical Support teams to resolve escalated cases efficiently. /liliConduct Entry into Service (EIS) training for customers and dealers on system usage, hardware operations, and service compatibility. /liliSupport regression testing, verification of software/hardware fixes, and contribute to process improvement initiatives. /liliPerform root cause investigations, document findings, and provide recommendations to enhance product support. /liliAssist with reviewing and preparing technical documentation, including user manuals and installation guides. /liliAdhere to case management standards for data collection, traceability, and issue resolution. /liliRepresent the company at trade shows, workshops, and customer meetings to promote products and services. /liliWork closely with the Sales team to conduct customer demonstrations and provide technical expertise during client engagements. /liliMaintain knowledge of regulatory changes affecting aviation connectivity systems and installations. /li /ulh3Qualifications /h3ulliBachelor’s Degree in Electrical Engineering, Avionics, Aviation, or a related technical field, OR equivalent military technical training. /lili5+ years of experience in the aviation industry. /lili4+ years of product support experience in satcom, aviation connectivity, telecommunications, or internet services. /liliAbility to travel domestically and internationally up to 50% to provide on-site technical support and training. /liliMust be located at a commutable distance from Basel, Switzerland and be eligible to work and live in the country. /li /ulh3Required Skills, Talents Experience /h3ulliStrong understanding of networking, inflight connectivity, and satellite communication systems (L-Band, Ku/Ka‑band, VSAT, Inmarsat/Iridium). /liliExperience with IP‑based systems, including routers, switches, and telephony networks. /liliKnowledge of VHF communication systems and data transmission over VHF mediums. /liliFamiliarity with diagnostic tools and troubleshooting methodologies for aircraft connectivity systems. /liliAbility to read and interpret installation manuals, wiring diagrams, and technical schematics. /liliProficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software (Salesforce preferred). /li /ulh3Preferred Skills, Talents Experience /h3ulliEASA B2 Aircraft Maintenance License. /liliCisco CCNA or Network+ certification. /liliAeroIT Certification (must obtain within 90 days of hire). /liliExperience with satellite-based connectivity solutions and troubleshooting. /liliExperience using RF and network diagnostic equipment. /liliPrevious experience in a field service role supporting aviation connectivity solutions. /liliStrong problem‑solving, analytical, and decision‑making skills. /liliExcellent customer service skills with the ability to manage multiple inquiries and priorities. /liliAbility to work independently, unsupervised, and in remote locations. /liliAbility to maintain confidentiality and handle sensitive customer information. /li /ulh3Additional Information /h3pBase Pay: Based on experience and responsibilities. Target Annual Short‑Term Incentive: Not Eligible. Eligible for Incentive Stock Program: Yes. /ph3Benefits /h3pGogo offers competitive benefits that can fit each employee’s needs. /ph3Equal Opportunity /h3pGogo 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. /p /p #J-18808-Ljbffr