AWOS Customer Support Specialist

Mesotech International, Inc. is a Sacramento-area engineering and manufacturing company specializing in aviation weathermonitoring systems. Mesotech designs, manufactures, installs, and supports FAA-certified Automated Weather Observing Systems (AWOS) used by airports and aviation customers throughout the United States and internationally.

Our customers depend on their AWOS equipment to provide reliable weather information supporting safe airport operations. We pride ourselves on providing responsive, knowledgeable, and personal customer support throughout the life of our systems.

We are seeking an AWOS Customer Support Specialist to provide front-line technical and customer support for our 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 upscale 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. Extensive AWOS experience is not required;
Mesotech will provide product-specific training. The successful candidate must, however, be comfortable learning electronic, computer-based, sensor, communications, and electromechanical systems.

Key Responsibilities
Customer & Technical Support

• 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.

Ticket & Case Management

• 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 recognize 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.

Parts & Field Service Coordination

• 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…