At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Job Description
We are looking for a self-starter Field Service Technician to deliver the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.
The Technical Customer Experience Manager will be responsible for but not limited to the following:
For the assigned Region, the Field Service Technician will work directly with Customer Experience, Sales, Systems Integration, Centralized Management Support Organization (CMSO), and the Product Group to ensure that customer needs are being met.
The Field Service Technician will serve as a critical point of contact to ensure our customer satisfaction during the deployment and post-deployment phases of a customer's life cycle.
Scope of Responsibilities:
Work along side our Customer Experience team to assist with the coordination between Sales, Systems Integration, centralized support, and product group.
Troubleshoot system failures that may be a result of hardware failure, network or software configuration issues.
Diagnose technical issues and determining proper solutions.
Provide high level training for administrators end users on product and system configuration.
Train and supervise third party integrators on the installation of mobile video devices: BWC and ICV.
Where applicable, facilitate customer communications of technical/product issue resolutions from the Product Group/Centralized Support Organization
Assist with in deployment configurations, bridging the customer to Support.
Produce timely and detailed service reports with customer sign off and acceptance.
Follow all company’s filed procedures and protocols.
Cooperate with technical teams and share information across the organization.
Comprehend customer requirements and make appropriate recommendations/briefings.
Build positive relationships with customers.
Identify repeating and systemic issues and work with applicable internal stakeholders to develop processes and policies to systemically eradicate such issues
Qualifications:
5+ years of experience in one or more of the following: Electronics Technician, System Technologist, System Manager, Field Service, or IT
Windows administrator, windows networking, TCP/IP, Wi-Fi/Router configuration, IP device configuration, strong hardware and software troubleshooting skills
Law Enforcement environment a plus
Excellent customer service and communication skills
Able to train/demonstrate hardware and software product capabilities in a classroom style setting
Installation project management, coordinating with internal / external resources to see customer installation from conception to completion
City Government and Law Enforcement environment a plus
Travel throughout Specified Region/Territory
Demonstrated ability to develop relationships and collaborate across organizational boundaries to resolve process issues
Demonstrated ability to work effectively in a matrix environment
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
Location:
In-region remote work position, with overnight in-region travel to meet customer demand with a combination of remote support and onsite support.
5+ years of experience in one or more of the following: Electronics Technician, System Technologist, System Manager, Field Service, or IT
Must be able to obtain background clearance as required by government customer
Our U.S. Benefits include:
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.
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