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. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department Overview
The 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
The primary responsibility of the Regional Support Tech is to travel to customer sites to provide face-to-face customer service and technical support
This Support Tech focuses on building relationships with customer and customer advocates and their experience with Motorola Solutions Support to foster customer satisfaction in their service and support
Ensuring customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs
The technician will liaison will other technicians and internal MSI teams to provide exceptional customer service and technical support, as well as troubleshoot and resolve issues while onsite
75-100% Travel Requirements
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
Specific Knowledge/Skills:
3+ years customer service/support experience
2+ years experience within Flex software
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
Basic Requirements
3+ years customer service/support experience
2+ years experience within Flex software
Must be able to obtain background clearance as required by government customer
Travel Requirements
50-75%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
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.
