Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department OverviewThe Software Enterprise Support team is the team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. Our support team is focused on Software Enterprise products such as 9-1-1 Call Handling, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.
Job Description

Responsibilities include but are not limited to:

• Experience with administration of Law Enforcement Records Management System preferred. 

• Provide successful and consistent software applications with minimal to no impact on live operations.

• Focuses on building relationships with customer and internal Motorola Solutions Teams to foster customer satisfaction with their service and support

• 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

• Ensuring customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs

• The technician will liaison with other technicians and internal MSI teams to provide exceptional customer service and technical support, as well as troubleshoot and resolve issues while onsite

• Can be up to 75% Travel for this position

• The primary responsibility of the Premierone Hypercare is to travel to customer sites to provide face-to-face customer service and technical support

• Initiates problem solving action and follows through to resolution

• Performs root-case analysis of problems to formulate and recommend improved alternative operations

• Research and develop fixes for common problems

• Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources

• Collaborating with various technical organizations when determining customer solutions (Engineering, Product Groups, etc.)

• Engaging appropriate technical resources as needed

• Ability to Provide technical support; server updates, system health check and general system troubleshooting

• Validate, troubleshoot, and characterize reported application issues 

Specific Knowledge/Skills:

• High School Diploma or equivalent

• 3+ years customer service/support experience 

• 2+ years experience within Computer Aided Dispatch or Records Management software and Interfaces

• MS SQL expertise preferred

• Strong working knowledge of the Support tools and processes

• Strong command of communication skills, both oral and written

• Exhibit strong ownership and follow through; own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result

• Exceptional interpersonal skills required

• Strong determination in the face of challenges

• Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required

• Proficient computer skills with emphasis on windows based applications

• Customer focused; detail orientated individual

• Ability to maintain a positive attitude in a high stress/at times confrontational situations

• Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported

• Confident individual who is willing to assume responsibility

• Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service

• Adaptive and flexible individual who is willing to learn and make recommendations for improvements

• Ability to work and make decisions with minimal supervision

• Ability to manage high-stress situations

• Experience with Firewall, WAN, LAN, and Router Architecture

• Strong troubleshooting, problem-solving and analytical skills

• Basic knowledge of database administration (SQL etc)

• 3 years experience in a system support position.

• Preferred; PremierOne RMS experience

 #LI-DB1

• High School Diploma or equivalent
• 2+ years experience within Computer Aided Dispatch or Records Management software and Infrastructure
• Must be able to obtain background clearance as required by government customer

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 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.