Service Technician, LVL 1, UAS

Are you looking for a new challenge? Do you want to join a hardworking, passionate, and dedicated team? If so, a career at our company might be the right path for you.

We offer many fulfilling opportunities for professionals who share our values and customer-focused philosophy. Our team works diligently every day to deliver superior service and expertise to the hundreds of companies we serve in the Southeast. A career at our company empowers and rewards both you and the customers who count on you to grow their businesses.

Our company at a glance: privately owned, headquartered in the Southeastern U.S., in business for 65 years, and empowering 100+ customers in the U.S.

Some of our benefits include medical and dental insurance, life and disability insurance, retirement plans (401(k) and pension plans), educational assistance, and paid time off (PTO).

Job Title: Service Technician, LVL 1, UAS

Department: UAS

Travel Required: Yes

Position Type: Full-Time

PURPOSE

Role and Responsibilities

- Serve as the primary responder for customer support inquiries across all communication channels, including the service ticketing platform.

- Troubleshoot and resolve basic issues related to UAS hardware, software, firmware, and accessories.

- Perform light repairs, routine diagnostics, and updates on customer equipment under supervision.

- Generate and communicate service and repair quotes to customers.

- Track, update, and close tickets in the service system to ensure complete and accurate records.

- Escalate complex support cases to Level 2 UAS Technician or Solutions Engineer as needed.

- Maintain an organized inventory of repair parts, consumables, and tools.

- Support the intake and processing of RMA (return merchandise authorization) cases.

- Assist with the organization and upkeep of demo and loaner UAS equipment.

- Contribute to the development of internal and customer-facing troubleshooting documentation.

- Stay current on new products, firmware, and troubleshooting methods relevant to the department’s UAS offerings.

- Provide support during training events or demos if required.

- Uphold safety and quality standards in all technical and support-related tasks.

- Other duties as assigned by the Associate Director of Support.

NATURE AND SCOPE

The Level 1 UAS Support Technician is the first point of contact for all customer technical inquiries and support needs. This role is responsible for managing inbound communication via phone, email, text, and ticketing platform; performing basic diagnostics, service, and repairs; and maintaining accurate records of all customer service tickets. The technician ensures customers receive timely and professional support while also supporting internal service operations through inventory management and repair quote generation.

EDUCATION/KNOWLEDGE AND EXPERIENCE

REQUIRED (minimum required job-related knowledge)

- High school diploma or equivalent.

- FAA Part 107 Certification (or must obtain within 60 days).

- 1+ years of technical or customer support experience (preferably in electronics, drones, or related industries).

- Strong troubleshooting and problem-solving skills.

- Proficient in written and verbal communication.

- Familiarity with helpdesk or ticketing systems.

- Working knowledge of drones/UAS platforms, firmware, and accessories.

- Possess high level critical thinking skills.

- Proficient in Microsoft Office Suite, SharePoint/OneDrive, and modern collaboration platforms.

- Comfort working in a fast-paced, evolving environment with cross-functional team dynamics.

- Interest in emerging technologies, including a willingness to learn and apply AI tools to improve workflows and decision-making.

Preferred:

- Bachelor’s degree in electrical engineering, mechanical engineering, computer engineering, aeronautical engineering, robotics, IT, or related field preferred.

- 1+ years in UAS service/support, customer service, or technical support roles.

- Previous experience repairing UAS hardware or consumer electronics.

- Manufacturer-specific training or certifications (DJI, Parrot, Skydio, etc.).

- Basic knowledge of soldering, electronics handling, or mechanical repair.

WORKING CONDITIONS

This role will be based at our Forsyth, GA offices and warehouse. Responsibilities may require up to 25% of occasional travel. Will require hours for work that can’t be accomplished during business hours. Last minute requests, accuracy required for multiple tasks. Essential functions require lifting, carrying, walking, and standing for prolonged periods of time. Physical agility to lift required weight, lift horizontally and vertically, bend and stoop. Must be able to lift up to 50 lbs. Lifting heavier material would require assistance from another employee. Ability to climb ladders and work at elevated heights.

Gresco Utility Supply, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Type: Full-time

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Tuition reimbursement

- Vision insurance

Education:

- High school or equivalent (Required)

Experience:

- Technical and Customer Support: 1 year (Required)

License/Certification:

- FAA Part 107 (Required)

Ability to Commute:

- Forsyth, GA 31029 (Required)

Ability to Relocate:

- Forsyth, GA 31029: Relocate before starting work (Required)

Work Location: In person