Senior Manager, Technical Product Support

--- --- ---

The Gogo Senior 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
• 7-12 years of technical customer service experience in high tech environment
• 5+ 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:

Target Annual Short-Term Incentive:

Eligible for Incentive Stock Program:

Benefits:

Gogo 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.gogoair.com/careers.

--- --- ---

Gogo 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 be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.  

The EEO is the law and is available here. Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).