Field Service Technician - Hybrid position in Fort Worth, TX with travel

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

DRN, a Motorola Solutions company, equips LPR cameras to scan license plates every day, building up a historical scan database that serves the clients and the entire network in generating more hits and recoveries. DRN maintains the largest database of scans and the numbers continue to grow daily.

Job Description

This is a role that requires our Field Service Technician to be on the customer site(s) regularly. The area covered is the whole U.S. 

Provide excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and equipment such as, mobile and fixed cameras, solar panels, communication boxes. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly and timely.

DUTIES AND RESPONSIBILITIES:

• Working with customers and sales personnel to find solutions that meet customer needs

• Evaluating installation sites and making recommendations for Camera Systems and Camera Kit Components at any given location. 

• Test systems to ensure they are working correctly.

• Installing camera systems at the sites previously evaluated and troubleshooting systems as needed after installation

• Ensure timely and accurate set up of all systems.

• Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person including but not limited to, Systems Support, Installation and Servicing

• Work with sales, SAM’s and project managers and development to respond to and resolve all client’s concerns.

• May be required to adjust systems, including mechanical, electrical, software or hardware, to make equipment functional depending upon the environment.

• Meet deployment timelines and give accurate assessments of completion dates for installations while onsite.

• Communicate issues found in the field effectively with thorough descriptions for development debugging.

• Maintain a log of customer interactions, customer requests and completed tasks for client and customer tracking. 

• Regular updates of shared documents regarding training material, customer requests and completed tasks (for learning.)

PREFERRED QUALIFICATIONS:

• Must be a motivated self-starter with a drive to learn and self-managed to perform the required duties at a distance from direct supervision

• Proven effective at working from home with little to no supervision

• Networking, Technical Support & troubleshooting experience are crucial.

  • Strong knowledge of basic networking (how to configure an IP Address and subnet)

  • Basic understanding of Windows Command Prompt and Linux Terminal ( how to open, how to enter commands, understanding what is returned )

  • Strong knowledge of wired communications systems, such as local area networks (LAN) and wide area networks (WAN), must be proficient in computer network installation, configuration and maintenance systems to include cabling and routers

• Detail oriented, highly organized and self-sufficient.

• Must be able to effectively communicate in English, both written and spoken.

• Have well-developed interpersonal communication skills and have the ability to effectively use judgment and initiative in resolving problems and providing information.

• Ability to travel

• Reliable transportation and a clean driving record

• Have experience developing and enhancing strong client relationships

• Creative problem solving skills 

• Must possess a valid driver’s license and have a clean driving record.