Customer Support Engineer

Company Overview

​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.

Department Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Our technology platforms in mission-critical communications, command center software and video security & analytics, bolstered by managed & support services, make cities safer and help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security.

Avtec, a Motorola Solutions Company, offers technology and services that help public safety, business, energy, transportation, and government organizations orchestrate their missions. Dispatchers at major airlines, utilities, railroads, and public safety agencies have been using Avtec products and services to orchestrate their critical missions since 1979, with thousands of systems installed.

Job Description

The Customer Support Engineer is responsible for interfacing with customers over the telephone, email and in person in order to analyze and resolve technical, sometimes complex problems. This includes providing technical support and training for Avtec’s systems to customers, dealers, and partners. This position is responsible for performing the following duties;

 Essential Duties and Responsibilities:

• Prioritize and provide customer support and technical issue resolution via e-mail, phone and other electronic medium.
• Determine most cost-effective repair/resolution to minimize customer downtime.
• Enter and track issues in a tracking database, keeping customers apprised of work status, and drive all issues to closure.
• Must be able to relay detailed instructions to customers and interpret documents including technical operating manuals and maintenance instructions.
• Escalate product performance issue (software/hardware) within the tools provided (Salesforce, Rally, ERP) and work with Senior Support Engineers and Engineering towards resolution.
• Issue Return Material Authorizations (RMA’s) per company policy which may include additional steps to create quotes, placing collection calls, and resolving part number variances.
• Provide after-schedule support on an as needed basis.
• Work collaboratively with the Sales team to support pre-sales system designs and technical presentations. 
• Attend software development re-cap meetings and provide input to the Product and Engineering teams.
• Provide on-site services/training on an as needed basis, which may include working with tools in confined spaces
• Must be able to travel 25% of time.
• Any other duties assigned which are in the best interests of the company.

Required Skills:

• Windows OS/Applications configuration and troubleshooting
• Network troubleshooting
• Read and interpret log files
• Proficient in Wireshark
• Customer interaction skills
• Communication skills
• Problem solving and critical thinking skills

Desired Skills:

• SQL Database
• Land Mobile Radio Technologies
• IP Telephony
• Console and dispatch systems

**Preferred candidates will live in South Carolina**

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Target Base Salary Range

$56,900.00 - $105,300.00

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Bachelor's degree OR 2+ years of experience in software, networking, IT, public safety, wireless or related field

Travel Requirements

Under 25%

Relocation Provided

None

Position Type

New Grad

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical,