Gogo's field service team offers enhanced support and services

Our connectivity experts are available where and when you need them

While 96% of the issues we receive in Gogo’s customer operations can be resolved remotely, sometimes we receive tougher issues that require an aviation connectivity expert on site. When that happens, we've got you covered with our team of regionally placed field support engineers (FSEs).

Gogo FSEs are highly experienced inflight connectivity experts that have over 180 years of aviation experience combined. These FSEs are strategically located at some of the busiest airports across the U.S. and in Europe to provide technical service and support for your inflight connectivity systems where and when you need it.

“In the past, when we had a technical issue that required hands on the box we would fly one of our local guys from our offices in Broomfield to the customer’s facility,” shares Dave Glenn, Vice President of Customer Operations. “That took time and left the customer waiting. With our team of regional FSEs, we now can offer more immediate support – shifting our response time to hours versus days.”

Glenn adds: “Still, the quickest route to resolution is to call into our 24/7 technical support. Our FSEs are just another arm to the full-service support we provide at Gogo Business Aviation. But, when they need a trusted advisor on the ramp, our customers can rely on their regional FSE for that higher level of technical expertise.”

Onsite field support engineers provide a deeper level of technical support to our customers. Some examples of services include the following (charges may apply):

  • Regular maintenance and software upgrades of the ATG product series – to ensure you’re flying with the latest technology and services that Gogo provides.
  • In-cabin Wi-Fi mapping support – providing guidance on how to install and operate your inflight internet system to best meet your aircraft and passenger needs.
  • Pre-installation assistance and/or post-installation support – providing onsite assistance at time of product installation or post-installation analytics and troubleshooting. Additionally we can provide integration support of various third party in-cabin solutions, as needed.
  • General troubleshooting support – that allows you to get to the root of connectivity issues sooner, when a problem does arise.

Gogo’s field service engineers complement the growing offering of service and support tools we provide our customers. We also offer Gogo DASH, a powerful toolkit that gives your inflight personnel and on-the-ground operations and support teams the ability to see what’s happening with your Gogo systems and networks. You can request access to the DASH portal here.

View the FSE services guide FSE services guide for more information about our available field services support. Or, feel free to contact Gogo Technical Support directly.

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