AWOS Customer Support Specialist

Mesotech International, Inc.•Rancho Cordova, CA

8d•$22 - $32•Onsite

About The Position

Mesotech International, Inc. is seeking an AWOS Customer Support Specialist to provide front-line technical and customer support for their commercial Automated Weather Observing System (AWOS) customers. This position serves as a primary point of contact for airports, airport managers, maintenance technicians, and other commercial AWOS customers requesting technical assistance. The Customer Support Specialist will answer incoming phone calls and emails, document customer issues, perform initial troubleshooting, guide customers through basic diagnostic and corrective actions, coordinate replacement parts and service needs, and escalate more complex technical issues to Mesotech's engineering or field service teams. The ideal candidate combines strong customer-service skills with technical aptitude and enjoys solving problems. Mesotech will provide product-specific training, but the candidate must be comfortable learning electronic, computer-based, sensor, communications, and electromechanical systems.

Requirements

High school diploma or equivalent.
1–3 years of experience in customer service, technical support, electronics, IT support, field service, maintenance, or a similar customer-facing technical role.
Strong customer-service skills and a professional telephone and email presence.
Demonstrated ability to troubleshoot problems logically and systematically.
Comfortable working with computers and learning new software applications.
Ability to read and follow technical manuals, procedures, diagrams, and troubleshooting instructions.
Strong written communication and documentation skills.
Ability to manage multiple customer issues while maintaining accurate records and follow-up.
Ability to communicate technical information clearly to customers with varying levels of technical experience.
Ability and willingness to learn aviation weather equipment and AWOS technology.

Nice To Haves

Associate degree or technical certificate in electronics, electrical technology, information technology, aviation technology, meteorology, or a related technical field.
Experience supporting electronic or electromechanical equipment.
Experience troubleshooting sensors, data acquisition systems, computers, networks, communications equipment, or industrial control systems.
Previous technical help-desk or field-service experience.
Experience using ticketing, CRM, or customer-support software.
Experience working with airports, aviation equipment, meteorological instruments, or environmental monitoring systems.
Familiarity with basic electrical concepts and electronic test equipment.
Previous AWOS experience is highly desirable but not required.

Responsibilities

Serve as a front-line point of contact for commercial AWOS customers through phone, email, and Mesotech's customer support systems.
Listen to customer concerns, ask appropriate diagnostic questions, and clearly identify the nature and urgency of reported problems.
Provide Tier 1 and basic Tier 2 troubleshooting for AWOS hardware, software, sensors, communications equipment, and peripheral devices.
Guide customers and authorized maintainers through approved troubleshooting, inspection, reset, configuration, and basic corrective-action procedures.
Assist customers with routine questions regarding AWOS operation, system status, alarms, reports, displays, and available product features.
Use remote monitoring and diagnostic information, when available, to assist in identifying system problems.
Verify successful resolution with the customer before closing support requests.
Create and maintain accurate support tickets for customer calls, emails, and reported system issues.
Document symptoms, troubleshooting performed, customer communications, actions taken, parts required, and final resolution.
Prioritize support requests based on operational impact and established escalation procedures.
Maintain ownership of customer issues through resolution or formal handoff to another responsible team.
Follow up with customers on open issues and provide status updates when resolution requires additional investigation.
Identify recurring issues and communicate trends to engineering, product management, and management.
Recognize when an issue exceeds front-line troubleshooting capabilities and escalate it to the appropriate engineering, software, field service, or product support resource.
Gather relevant logs, photographs, configuration information, equipment information, and troubleshooting results before escalation.
Clearly communicate the problem and troubleshooting already completed to reduce duplicate effort during escalation.
Coordinate communication between the customer and Mesotech technical personnel until the issue is resolved.
Assist engineering personnel in gathering information from fielded systems when investigating product issues.
Help identify replacement components and spare parts required to resolve customer issues.
Coordinate with Mesotech's production, warehouse, repair, and field service personnel as appropriate.
Assist customers with return-material or repair processes.
Track customer support issues involving replacement parts or repairs through completion.
Identify situations requiring on-site field service and coordinate handoff to the appropriate service personnel.
Use and maintain Mesotech troubleshooting guides, technical manuals, knowledge-base articles, FAQs, and support procedures.
Identify gaps or inaccuracies in existing support documentation.
Document successful troubleshooting procedures so they can be reused for future customer issues.
Recommend improvements to support processes based on recurring customer problems and feedback.
Participate in product and technical training to maintain familiarity with Mesotech AWOS products and new product features.
Provide customer feedback to engineering and product management to support continuous product improvement.