Mobile Video Field Support Technician

Motorola Solutions; Atlanta (GA); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Field Service Technician, where your expertise will enhance customer satisfaction and retention. In this pivotal role, you will collaborate with various teams to ensure seamless service delivery, troubleshoot complex technical issues, and provide training to users. This position offers remote work flexibility within the region, with opportunities for travel. If you're passionate about technology and customer service, this is your chance to make a significant impact in a vital industry.

Qualifications

• 5+ years of experience in Electronics Technician, System Technologist, or IT roles.
• Strong skills in Windows administration and networking.

Responsibilities

• Coordinate between teams to facilitate customer projects.
• Troubleshoot system failures related to hardware and software.
• Provide training for administrators and end users.

Skills

Windows administration

Networking

TCP/IP

Wi-Fi/router configuration

Hardware/software troubleshooting

Customer service

Project management

Job description

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, schools, hospitals, and businesses. Connect with a career that matters and help us build a safer future.

Department Overview

Motorola Solutions is building talent pipelines to meet future hiring demands. This is a pipeline role; while there is not an immediate opening, we want to build relationships with prospective candidates like you. If your background matches our requirements, we'll follow up with an exploratory conversation.

Job Description

We are looking for a self-starting Field Service Technician to deliver an exceptional customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes retention, and increases profitability.

The Technical Customer Experience Manager will be responsible for, but not limited to, the following:

• Collaborate with Customer Experience, Sales, Systems Integration, CMSO, and the Product Group to meet customer needs in the assigned region.
• Serve as a key contact to ensure customer satisfaction during deployment and post-deployment phases.

Scope of Responsibilities:

• Coordinate between Sales, Systems Integration, support, and product teams to facilitate customer projects.
• Troubleshoot system failures related to hardware, network, or software issues.
• Diagnose technical problems and determine appropriate solutions.
• Provide training for administrators and end users on product and system configuration.
• Supervise third-party integrators installing mobile video devices like BWC and ICV.
• Communicate technical and product issue resolutions to customers.
• Assist with deployment configurations and support handoff.
• Create detailed service reports with customer approval.
• Adhere to company procedures and protocols.
• Share technical information across teams.
• Understand customer requirements and provide recommendations.
• Build positive customer relationships.
• Identify systemic issues and collaborate on process improvements.

Qualifications:

• Minimum 5 years of experience in Electronics Technician, System Technologist, System Manager, Field Service, or IT roles.
• Strong skills in Windows administration, networking, TCP/IP, Wi-Fi/router configuration, and hardware/software troubleshooting.
• Experience in Law Enforcement environment is a plus.
• Excellent customer service and communication skills.
• Ability to train and demonstrate product capabilities.
• Project management skills for installation and coordination.
• Experience working in high-security areas, passing background checks.

Location:

• Remote work within the region with travel as needed.

Additional requirements include the ability to obtain necessary background clearance and travel 25-50% of the time.