900 Gogo Business Aviation LLC
Manager, Technical Product Support
900 Gogo Business Aviation LLC, Broomfield, Colorado, United States, 80020
Manager, Technical Product Support page is loaded Manager, Technical Product Support Apply locations Broomfield, CO United States time type Full time posted on Posted 10 Days Ago job requisition id R3951 We will be accepting applications through August 30, 2025 or until filled. --- --- ---
The Gogo
Manager, Technical Product Support
oversees and inspires a global team of Technical Customer Support Technicians to ensure that efficient, timely and high quality product support is provided to all customers. This role will be responsible for ensuring proper issue escalations are handled appropriately and follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best solutions or capabilities based on those needs. Are you experienced in technical support and are looking for the next step in your career? Do you thrive in a bustling customer care environment? Does assessing customer needs and guiding a team to appropriate resolutions energize you? Then come on board the Gogo Technical Support Team! How will you make a difference? Manage, mentor, train, and coach the Technical Support team, setting priorities and providing expert guidance Ensure that the Technical Support team provides world-class product support in an efficient, timely and professional manner to all customers Responsible for managing Technical Support metrics; including service levels, performance metrics, agent productivity, attendance, and schedule compliance Oversee and, at times, contribute to the creation and maintenance of accurate and comprehensive training materials on all Gogo products and services Monitor and, at times, conduct customer training classes Guide the Technical Support team to provide timely and accurate technical assistance to the Technical Publications group during the creation and updating of technical documentation Coordinate the Technical Support team as they provide technical support after hours Handle customer concerns and diffuse escalated customers quickly and professionally Review and approve Dealer/OEM warranty claims Provide backup support to the Technical Support team during times of heavy workloads to accomplish product support activities Qualifications Bachelors Degree in
Engineering
or
Avionics
or equivalent combination of technical training and work experience 5-7 years of
technical customer service
experience in high tech environment 2+ years’ experience
managing and mentoring technical personnel 5+ years of experience in the
aviation
industry Required Skills, Talents & Experience In-depth understanding of
aircraft electronics ,
avionics , latest
satellite communications
systems
and the related
installation ,
configuration
and
repair
processes Ability to manage, assign and track multiple tasks in a fast-paced, demanding environment, while maintaining a pleasant demeanor with the team and the customers Excellent problem solving and analytical skills Professional manner and excellent communication skills essential Conscientious and dedicated with an ability to exercise good judgment and make decisions without direct supervision Demonstrated experience in writing technical support materials Preferred Skills, Talents & Experience Experience in the telecommunications industry helpful Advanced level skills using Microsoft Office products (Word, Excel, Access, Power Point, Outlook) Equal Pay Disclosure(s) Base Pay : 88,000.00 - 110,000.00 USD Annual
Target Annual Short-Term Incentive : Bonus Plan at 10% (% of Annualized Base Pay)
Eligible for Incentive Stock Program : Yes
Benefits : Satcom Direct offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.satcomdirect.com/careers . --- --- --- Satcom Direct is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will beconsidered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability. Equal Employment Opportunity Statement Equal Employment Opportunity - Executive Order 11246 Revision Pay Transparency Statement
Satcom Direct is a leading provider of fully integrated, end-to-end global satellite communications solutions. Customized to meet the unique requirements of our business aviation, government, land mobile, and marine customers. Whether your job is designing avionics, or coding revolutionary software, we are unified by the same mission:
Inspire. Innovate. Connect. When you join Satcom Direct, you’ll have exciting opportunities to be at the forefront of innovative technology. As part of the team, you will help us connect our customers beyond all expectations, from providing award winning dependable high-speed connectivity using some of the world’s most innovative avionics and satellite networks to synchronizing the entire flight operation supporting exceptional customers and partners.
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Manager, Technical Product Support
oversees and inspires a global team of Technical Customer Support Technicians to ensure that efficient, timely and high quality product support is provided to all customers. This role will be responsible for ensuring proper issue escalations are handled appropriately and follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best solutions or capabilities based on those needs. Are you experienced in technical support and are looking for the next step in your career? Do you thrive in a bustling customer care environment? Does assessing customer needs and guiding a team to appropriate resolutions energize you? Then come on board the Gogo Technical Support Team! How will you make a difference? Manage, mentor, train, and coach the Technical Support team, setting priorities and providing expert guidance Ensure that the Technical Support team provides world-class product support in an efficient, timely and professional manner to all customers Responsible for managing Technical Support metrics; including service levels, performance metrics, agent productivity, attendance, and schedule compliance Oversee and, at times, contribute to the creation and maintenance of accurate and comprehensive training materials on all Gogo products and services Monitor and, at times, conduct customer training classes Guide the Technical Support team to provide timely and accurate technical assistance to the Technical Publications group during the creation and updating of technical documentation Coordinate the Technical Support team as they provide technical support after hours Handle customer concerns and diffuse escalated customers quickly and professionally Review and approve Dealer/OEM warranty claims Provide backup support to the Technical Support team during times of heavy workloads to accomplish product support activities Qualifications Bachelors Degree in
Engineering
or
Avionics
or equivalent combination of technical training and work experience 5-7 years of
technical customer service
experience in high tech environment 2+ years’ experience
managing and mentoring technical personnel 5+ years of experience in the
aviation
industry Required Skills, Talents & Experience In-depth understanding of
aircraft electronics ,
avionics , latest
satellite communications
systems
and the related
installation ,
configuration
and
repair
processes Ability to manage, assign and track multiple tasks in a fast-paced, demanding environment, while maintaining a pleasant demeanor with the team and the customers Excellent problem solving and analytical skills Professional manner and excellent communication skills essential Conscientious and dedicated with an ability to exercise good judgment and make decisions without direct supervision Demonstrated experience in writing technical support materials Preferred Skills, Talents & Experience Experience in the telecommunications industry helpful Advanced level skills using Microsoft Office products (Word, Excel, Access, Power Point, Outlook) Equal Pay Disclosure(s) Base Pay : 88,000.00 - 110,000.00 USD Annual
Target Annual Short-Term Incentive : Bonus Plan at 10% (% of Annualized Base Pay)
Eligible for Incentive Stock Program : Yes
Benefits : Satcom Direct offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.satcomdirect.com/careers . --- --- --- Satcom Direct is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will beconsidered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability. Equal Employment Opportunity Statement Equal Employment Opportunity - Executive Order 11246 Revision Pay Transparency Statement
Satcom Direct is a leading provider of fully integrated, end-to-end global satellite communications solutions. Customized to meet the unique requirements of our business aviation, government, land mobile, and marine customers. Whether your job is designing avionics, or coding revolutionary software, we are unified by the same mission:
Inspire. Innovate. Connect. When you join Satcom Direct, you’ll have exciting opportunities to be at the forefront of innovative technology. As part of the team, you will help us connect our customers beyond all expectations, from providing award winning dependable high-speed connectivity using some of the world’s most innovative avionics and satellite networks to synchronizing the entire flight operation supporting exceptional customers and partners.
#J-18808-Ljbffr