Mobile Video Field Support Technician

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

The Video and Software Services (VSS) Field Support organization is the team that supports our public safety agencies throughout the world. We are committed to providing services for our customers who use MSI products; allowing them to focus on their mission and enable them to respond faster. Our field teams are focused on providing services and administration of various public safety software products such as 9-1-1 Call Handling, Real-Time Crime Center, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

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 Field Service Technician will be responsible for but not limited to the following:

• For the assigned Region, the Field Service Technician will work directly with Customer Service, 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 Service 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