Senior Field Service Support Engineer

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewInternational Services & Software
Our Department is providing technical support for the delivery of a major mission-critical operations system in the development and implementation of customer applications and company products for the customer’s best performance and success.
Job Description

•  Provide customer technical support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, maintenance, service, and repair of complex Motorola’s both TETRA, ASTRO and LMR equipment and radio systems.
• Co-work with 3rd party equipment suppliers or software providers to perform system integration and troubleshooting on inter-system application issues. Support the backend Technical Support Center or Product group to support Customer on any system or product technical issues. 
• Instructs customers in the operation and maintenance of the system, checks out and approves operational quality of system equipment. Serve as company liaison with customer on administrative and technical matters for assigned project works.
• Maintaining good relationships with customers, understand their need and provide professional service to customer.
• In this role, you will work with cross-functional teams over a variety of technology stacks and disciplines (e.g. web, mobile, middleware) in solving complex business and technical challenges.
• You will be working in a team environment to provide high quality technical and operational support for mission critical IT and Radio systems. In this role, you are expected to ensure service level and operational key performance measures are met on an ongoing basis.
• The successful candidate should have a ‘can do’ attitude and be able to think on their feet. 
• You will gain experience managing legacy and innovative new system solutions, applications and processes. You will be given the opportunity to learn and develop new skills including access to labs and testing facilities. 
• You will be encouraged to work in a leading global company with lots of chances to expand your insight in the mission critical, cybersecurity and video security tech field and a variety of career paths.
• Your responsibility and expectation included, but not limited to: 
• Follow work instructions, procedures and policies implement and maintain procedures to measure and track service performance and quality
• Work alongside with senior technical engineers as an escalation point for the Helpdesk staff or Field Engineers when necessary
• Interact with a wide range of technical and non-technical stakeholders
• Support existing systems and networks (servers, firewall, routers & switches)
• Software installations (base stations, servers, radios, other devices in systems)
• Work on network devices (remote/onsite) and assist with network designs
• Be coached and mentored by senior engineers

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Basic Requirements

• Degree in Computer/ IT / Electronics / Engineering or relevant discipline
• At least 3-5 years of experience in Network, IT, Virtual Machine and cybersecurity background are preferred
• Good interpersonal and communication skill
• Good command of verbal and written English
• Think different, Move fast
• Customer care experience

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Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].