Field 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

Motorola Solutions (NYSE: MSI) is a global leader in mission-critical communications and analytics.

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

Responsible for integrating systems into complex customer operational environments and interfacing with customers over the telephone/in person in order to analyze and resolve technically complex problems.

Responsibilities:

• Prepares and configures solutions for integration into complex customer systems

• Completes installation, testing and acceptance of Scout in complex customer systems

• 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 issues (software/hardware) within the tools provided (Salesforce, Rally, etc.) and work with Senior Support Engineers and Senior System Implementation Engineers towards resolution

• Provide after-schedule support on an as needed basis

• Work collaboratively with the Sales team to support pre-sales system designs and technical presentations

• Provide on-site end user training

• Coordinates design of subsystems and integration of total system

• Confers with other functional team personnel to clarify or resolve problems and develop corrective action, method improvement to resolve problems for complex issues

• Responsible for systems-level development and testing requirements involves finalizing approved Vendor Lists and design of components which are unavailable

• Uses computer assisted engineering and design software and equipment to perform engineering and design tasks.

Interpersonal/Soft Skills:

• Self-motivated with the ability to work well both in groups and independently

• Ability to scope effort and coordinate work to meet project and customer timelines

• Excellent written & verbal communication skills

• Strong ownership, personal accountability and interpersonal skills a must

• Great peer to peer collaboration, troubleshooting and attention to details

• Service minded individual with solid integrity that thrives under pressure

• A can-do attitude with desire to learn, grow and contribute to the advancement to team goals and skills

• Growth Mindset constantly looking to better oneself

Qualifications:

• Experience with Windows OS/Applications configuration and troubleshooting

• Experience with IP Network troubleshooting

Candidates with the following skills/exposure will be given preference: