Customer Experience - Technical

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

Motorola Solutions' Mobile Video Department provides best in practice mobile video solutions to our Public Safety customers to equip them to be their best in the moments that matter. We specialize in Body Worn Camera (BWC), In Car Video (ICV) and License Plate Recognition (LPR) solutions. Our organization seeks to improve the overall safety for both officers and communities alike.
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.

Basic Requirements

• 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

Travel RequirementsOver 50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.