AWOS Support Specialist — Aviation Tech & Field Help

Mesotech International; Rancho Cordova (CA); On-site; USD 30,000 - 44,000; Full time

Job summary

Mesotech International, Inc. in the Sacramento area seeks an AWOS Customer Support Specialist to deliver front-line technical and customer support for commercial AWOS customers.

You will be the primary contact for airports, managers, technicians, addressing inquiries, troubleshooting, and coordinating parts or field service. The ideal candidate combines strong customer-service skills with technical aptitude and is comfortable learning aviation weather equipment and AWOS technology.

Qualifications

• 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.

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.
• 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.
• Document successful troubleshooting procedures so they can be reused for future customer issues.
• Provide customer feedback to engineering and product management to support continuous product improvement.

Skills

Customer service

Troubleshooting

Documentation

Communication

Education

High school diploma

Associate degree or technical certificate in electronics or IT

Tools

CRM software

Ticketing system

Job description

Mesotech International, Inc. in the Sacramento area seeks an AWOS Customer Support Specialist to deliver front-line technical and customer support for commercial AWOS customers.

You will be the primary contact for airports, managers, technicians, addressing inquiries, troubleshooting, and coordinating parts or field service. The ideal candidate combines strong customer-service skills with technical aptitude and is comfortable learning aviation weather equipment and AWOS technology.