Sr. Aircraft Field Service Representative
The primary function of the Sr. Field Service Representative (FSR) is to support Gogo’s airline customers with advanced technical expertise for installation and maintenance issues and problem-solving processes. The Sr. FSR working with Airline or Vendor personnel will ensure that all work performed is in accordance within agreed contractual terms and that aircraft are returned to service with fully functioning (IFC) at the earliest opportunity.
The skill and knowledge level for this position must be advanced and demonstrated technical aptitude with commercial aircraft systems, specifically electrical and avionics equipment troubleshooting and testing. The Sr. FSR will provide coaching, mentoring and training to other FSR’s.
Applicant must be able to demonstrate and complete assignments that are highly complex in nature and require considerable judgment, initiative and technical / specialized knowledge to resolve problems and / or develop recommended solutions. The Sr. FSR will interface and work collectively with internal Gogo teams, Gogo’s airline partners and/or Vendors to ensure complete communication skillsets and closure of any day-to-day concerns. Professional communication with customers and internal stakeholders is required. The position is assigned a regional / station location based on operational requirements.
Accountable to specific customer satisfaction goals as defined by Gogo Senior Leadership.
Develop and maintain excellent working relationships with all internal and external stakeholders.
Develop and complete assigned tasks as required to meet schedule.
Work in unison with Gogo FSR team and the customer airline’s maintenance, engineering and planning teams ensuring all issues are identified and resolved in a timely manner.
Support and accountable for all technical aspects of Gogo systems installed on the customer fleet, including but not limited to installation, preventative maintenance, fault isolation, troubleshooting, software loading, hardware replacement and fault rectification.
Ensure that all the required installation, maintenance and preventative maintenance is performed in accordance with agreed contractual terms and procedures.
Review and provide a comprehensive level of reporting of all technical issues and resolution actions internally and externally and escalate issues as required.
Review all relevant documentation including but not limited to Installation Drawings, AMM amendments, TSM’s FIM’s and SB’s to ensure the information is accurate.
Required as necessary on-site guidance of the IFC to airline or maintenance personnel.
Review all tooling and equipment required to maintain the IFC is available and up to date.
Coordinate and provide technical and operational training to airline personnel or vendors as required.
Monitor and record the LRU repair workshop findings identifying trends relating in both no fault found and units failing with a similar cause. Using this information to propose additional training or service information bulletins to inform and or guide engineers for continuous improvement.
Essential Knowledge and Skills
5 years’ combined experience in aircraft maintenance including electrical and avionics systems on commercial aircraft.
Must have a strong understanding of airline operations and legislation
In-depth knowledge of the relevant technologies is required
Ability and demonstrated experience interpreting all technical manuals and schematics including engineering orders supporting the installation and repair of the IFC system.
Demonstrated strong customer service skills and familiar with cultural etiquette – international experience preferred
Computer skills including Microsoft Office preferred.
Demonstrated excellent written and verbal communication skills required
Ability to travel frequently both domestic and International for extended periods of time with short notice
Ability to work holidays, weekends and all shifts based on airline schedules and available aircraft ground times
· FAA A&P (or other regulatory body) certification required
· Associated degree in related discipline preferred.
· Ability to pass all background checks for the purpose of on airport support badging
· Must be able to pass a continuous alcohol/drug program
Gogo is the inflight internet company. Our worldwide inflight Wi-Fi services have made internet and video entertainment a regular part of flying. We are a diverse and mission-minded group of professionals all working together in extraordinary harmony. And that’s just the beginning. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. Be prepared to join a performance-obsessed team that is passionate about bringing the internet to every device, every flight, everywhere.