Field Support Engineer


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Company Overview

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
Avtec Customer Support
Job Description

Responsible for integrating systems into complex customer operational environments and interfacing with customers over the telephone/in person in order to analyze and resolve technically complex problems.

 Essential Duties and Responsibilities:

  • Prepares and configures Scout for integration into complex customer systems.

  • Completes installation, testing and acceptance of Scout in complex customer systems.

  • Prioritize and provide customer support and technical issue resolution via e-mail, phone and other electronic medium.

  • Determine most cost-effective repair/resolution to minimize customer downtime.

  • Enter and track issues in a tracking database, keeping customers apprised of work status, and drive all issues to closure.

  • Must be able to relay detailed instructions to customers and interpret documents including technical operating manuals and maintenance instructions.

  • Escalate product performance issues (software/hardware) within the tools provided (Salesforce, Rally, etc.) and work with Senior Support Engineers and Senior System Implementation Engineers towards resolution.

  • Provide after-schedule support on an as needed basis.

  • Work collaboratively with the Sales team to support pre-sales system designs and technical presentations. 

  • Provide on-site end user training. 

  • Coordinates design of subsystems and integration of total system. 

  • Confers with other functional team personnel to clarify or resolve problems and develop corrective action, method improvement to resolve problems for complex issues.

  • Responsible for systems-level development and testing requirements involves finalizing approved Vendor Lists and design of components which are unavailable.

  • Uses computer assisted engineering and design software and equipment to perform engineering and design tasks.

  • Must be able to travel 75% of time.

Interpersonal/Soft Skills:

  • Self-motivated with the ability to work well both in groups and independently.

  • Ability to scope effort and coordinate work to meet Project and customer timelines.

  • Excellent written & verbal communication skills.

  • Strong ownership, personal accountability and interpersonal skills a must.

  • Great peer to peer collaboration, troubleshooting and attention to details.

  • Service minded individual with solid integrity that thrives under pressure.

  • A can-do attitude with desire to learn, grow and contribute to the IT awareness of Avtec Engineering teams.

  • Growth Mindset constantly looking to better oneself

Required Technical Skills:

  • Windows OS/Applications configuration and troubleshooting

  • IP Network troubleshooting

  • Virtualization

Desired Technical Skills:

  • SQL Database

  • IP Radio Technologies

  • IP Telephony


Basic Requirements
  • Associates degree or 1+ years experience in software, networking, IT, public safety, wireless or related field


    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.

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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
      • .NETLanguages
      • C#Languages
      • C++Languages
      • GolangLanguages
      • JavaLanguages
      • JavascriptLanguages
      • PerlLanguages
      • PythonLanguages
      • RLanguages
      • RubyLanguages
      • AngularJSFrameworks
      • ASP.NETFrameworks
      • DjangoFrameworks
      • Node.jsFrameworks
      • Ruby on RailsFrameworks
      • ITILFrameworks
      • MySQLDatabases
      • OracleDatabases
      • Google AnalyticsAnalytics
      • TableauAnalytics
      • IllustratorDesign
      • InVisionDesign
      • PhotoshopDesign
      • SketchDesign
      • JIRAManagement
      • Microsoft ProjectManagement
      • SmartsheetManagement
      • SalesforceCRM
      • GoogleEmail
      • MarketoLead Gen
      • Oracle EloquaLead Gen

    Location

    Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

    What are Motorola Solutions Perks + Benefits

    Culture
    Volunteer in local community
    Partners with Nonprofits
    Friends outside of work
    Eat lunch together
    Intracompany committees
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Open office floor plan
    Diversity
    Dedicated Diversity/Inclusion Staff
    Highly diverse management team
    Unconscious bias training
    Someone's primary function is managing the company’s diversity and inclusion initiatives
    Diversity Employee Resource Groups
    Hiring Practices that Promote Diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Pet Insurance
    Onsite Gym
    Mental Health Benefits
    Retirement & Stock Options Benefits
    401(K)
    401(K) Matching
    Employee Stock Purchase Plan
    Performance Bonus
    Match charitable contributions
    Child Care & Parental Leave Benefits
    Child Care Benefits
    Generous Parental Leave
    Remote Work Program
    Our remote work program includes telecommuting at Manager discretion.
    Family Medical Leave
    Adoption Assistance
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Generous PTO
    Paid Holidays
    Perks & Discounts
    Casual Dress
    Commuter Benefits
    Game Room
    Stocked Kitchen
    Happy Hours
    Parking
    Relocation Assistance
    Professional Development Benefits
    Job Training & Conferences
    Tuition Reimbursement
    Diversity Program
    Lunch and learns
    Cross functional training encouraged
    Promote from within
    Mentorship program
    Time allotted for learning
    Online course subscriptions available
    Paid industry certifications
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