Field Service Representative

at  Motorola Solutions

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.

JOB DESCRIPTION

Provide Field Operations technical support to U.S. Army, U.S. Air Forces & U.S. Navy Enterprise Land Mobile Radio networks covering but not limited to the following countries: Germany, Belgium, United Kingdom, Spain, and Italy, Kuwait, UAE & Africa. Provide technical integration, service, and support in relation to the Motorola Solutions product suite focused toward DoD Federal Government customers.

BASIC REQUIREMENTS

Duties of the Field Service Representative in this EMEA area of operations include the following:

• Provide expertise and collaboration to customer personnel in support of Land Mobile Radio (LMR) systems-in general to the European based U.S. Army, U.S. Air Forces & U.S. Navy Enterprise
• Perform installations and removals of trunked and conventional LMR systems and assigned support locations include but are not limited to the following countries: Germany, Belgium, United Kingdom, Spain, Italy, Africa, & Greece
• Client focused behavior and services, externally to clients and internally to colleagues and contact partners including on time delivery
• Exercise multi-tasking skills when managing multiple systems and applications during customer interaction
• Support the entire communication needs of the customer by championing the complete Motorola Service and Sales portfolios
• Customer Resolution Support - The employee shall communicate project updates to the customer and resolve minor administrative actions (an administrative action is not having access to a room for work to start or continue). Project related issues (Customer wants to change the scope of the project), shall be reported directly with the employees supervisor
• Operate and maintain equipment required to support trunked and conventional LMR systems
• Maintain/program/optimize/troubleshoot/repair radio repeaters, portable radios, mobile radios, base stations and dispatch/communications consoles and all related ancillary subscriber equipment required to support both trunked and conventional LMR systems.
• Manage and resolve escalated customer issues to successful resolution
• Employee must be able to receive, review, diagnose customer LMR equipment, determine the fix and repair actions for the LMR equipment, repair, test and calibrate the customers equipment back to OEM standards, document the receipt, repair, calibration & return of the customers LMR equipment using the FSED automated MCM Comm Shop 360 administrative program or its replacement
• Provide user “refresher” training to include first echelon field training regarding subscribers and trunked radio infrastructure
• Provide on-site response, infrastructure equipment repair, local technical support service and Network Preventive Maintenance Service on Motorola ASTRO® 25 LMR systems and related equipment.
• Support all Service Level Agreements (SLA) associated with established contract.
• Provide administrative reports in direct support of recurring and nonrecurring contracts as well as one time reports required by management and/or the CSM

REQUIREMENTS

• Certified technician or equivalent qualification at area of industrial engineering
• Strong knowledge with Motorola Solutions P25 Trunking Network Systems
• Strong knowledge of communications systems with the ability to interface with the customer technical representatives and provide (directly or indirectly) appropriate technical support
• Solid working knowledge of Motorola radio systems and their application by customers
• Must possess strong interpersonal and communication skills; both spoken and written English language
• Sound judgment and decision making abilities
• Effective problem solving skills
• Able to exercises flexibility as situations warrant
• Works well in a team environment
• In possession of one or more Comp TIA Network+, Security+, MCSE, or CISSP certifications
• Solid working knowledge of Radio Frequency (RF) theory
• Ability to use & demonstration MS applications & Google email & software tools
• Excellent knowledge & demonstration of hardware and software tools available for both Radio Frequency (RF) and Networking equipment.
• A condition of continued employment with Motorola is the candidate’s ability to receive a security clearance from the U.S. Government and any certifications required for the position being hired
• Required to complete standard form 86 questionnaire for national security positions
• At least 3 years of Radio Frequency (RF) experience & at least 2 + years of Networking (Wide and Local Area Networks) experience. Education or work experience may be substituted
• Position is located in Germany, working under German labor laws; however position will work and operate under direct support to a U.S Manager
• EU drivers license a plus; must have a valid U.S. Passport, U.S. driver’s license, must be in excellent health for traveling requirements and must be willing to travel up to 75% across all of EMEA.
• US Citizenship is required.

TRAVEL REQUIREMENTS

Over 50%

• Provide expertise and collaboration to customer personnel in support of Land Mobile Radio (LMR) systems-in general to the European based U.S. Army, U.S. Air Forces & U.S. Navy Enterprise
• Perform installations and removals of trunked and conventional LMR systems and assigned support locations include but are not limited to the following countries: Germany, Belgium, United Kingdom, Spain, Italy, Africa, & Greece
• Client focused behavior and services, externally to clients and internally to colleagues and contact partners including on time delivery
• Exercise multi-tasking skills when managing multiple systems and applications during customer interaction
• Support the entire communication needs of the customer by championing the complete Motorola Service and Sales portfolios
• Customer Resolution Support - The employee shall communicate project updates to the customer and resolve minor administrative actions (an administrative action is not having access to a room for work to start or continue). Project related issues (Customer wants to change the scope of the project), shall be reported directly with the employees supervisor
• Operate and maintain equipment required to support trunked and conventional LMR systems
• Maintain/program/optimize/troubleshoot/repair radio repeaters, portable radios, mobile radios, base stations and dispatch/communications consoles and all related ancillary subscriber equipment required to support both trunked and conventional LMR systems.
• Manage and resolve escalated customer issues to successful resolution
• Employee must be able to receive, review, diagnose customer LMR equipment, determine the fix and repair actions for the LMR equipment, repair, test and calibrate the customers equipment back to OEM standards, document the receipt, repair, calibration & return of the customers LMR equipment using the FSED automated MCM Comm Shop 360 administrative program or its replacement
• Provide user “refresher” training to include first echelon field training regarding subscribers and trunked radio infrastructure
• Provide on-site response, infrastructure equipment repair, local technical support service and Network Preventive Maintenance Service on Motorola ASTRO® 25 LMR systems and related equipment.
• Support all Service Level Agreements (SLA) associated with established contract.
• Provide administrative reports in direct support of recurring and nonrecurring contracts as well as one time reports required by management and/or the CS