AWOS Customer Support Specialist

About the role

Mesotech International, Inc. seeks an AWOS Customer Support Specialist to serve as the front‑line technical and customer support point of contact for commercial Automated Weather Observing System (AWOS) customers. The role is primarily office‑based with occasional travel to customer sites.

Responsibilities

• Serve as a front‑line point of contact for commercial AWOS customers via phone, email, and support systems.
• Listen to customer concerns, ask diagnostic questions, and identify problem nature and urgency.
• 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 about AWOS operation, system status, alarms, reports, displays, and product features.
• Use remote monitoring and diagnostic information to help identify system problems.
• Verify successful resolution with the customer before closing support requests.
• Create and maintain accurate support tickets documenting symptoms, troubleshooting steps, communications, actions taken, parts required, and final resolution.
• Prioritize support requests based on operational impact and escalation procedures.
• Maintain ownership of issues through resolution or formal handoff; follow up on open issues and provide status updates.
• Identify recurring issues and communicate trends to engineering, product management, and management.
• Recognize when an issue exceeds front‑line capabilities and escalate to appropriate engineering, software, field service, or product support resources.
• Gather logs, photographs, configuration, equipment info, and troubleshooting results before escalation; communicate problem and steps already taken.
• Coordinate communication between customer and Mesotech technical personnel until resolution; assist engineering in gathering field data.
• Help identify replacement components and spare parts; coordinate with production, warehouse, repair, and field service personnel.
• Assist customers with return‑material or repair processes; track support issues involving parts or repairs to completion.
• Identify situations requiring on‑site field service and coordinate handoff to service personnel.
• Use and maintain troubleshooting guides, technical manuals, knowledge‑base articles, FAQs, and support procedures.
• Identify gaps or inaccuracies in existing support documentation; document successful troubleshooting procedures for reuse.
• Recommend improvements to support processes based on recurring problems and feedback.
• Participate in product and technical training to stay familiar with Mesotech AWOS products and new features.
• Provide customer feedback to engineering and product management to support continuous product improvement.

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 technical experience.
• Ability and willingness to learn aviation weather equipment and AWOS technology.

Qualifications

• Associate degree or technical certificate in electronics, electrical technology, information technology, aviation technology, meteorology, or a related technical field (preferred).
• Experience supporting electronic or electromechanical equipment (preferred).
• Experience troubleshooting sensors, data acquisition systems, computers, networks, communications equipment, or industrial control systems (preferred).
• Previous technical help‑desk or field‑service experience (preferred).
• Experience using ticketing, CRM, or customer‑support software (preferred).
• Experience working with airports, aviation equipment, meteorological instruments, or environmental monitoring systems (preferred).
• Familiarity with basic electrical concepts and electronic test equipment (preferred).