Customer Support Engineer

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global closeknit 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 thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.

Department 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. Our technology platforms in missioncritical communications command center software and video security & analytics bolstered by managed & support services make cities safer and help communities and businesses thrive. At Motorola Solutions we are ushering in a new era in public safety and security.

Avtec a Motorola Solutions Company offers technology and services that help public safety business energy transportation and government organizations orchestrate their missions. Dispatchers at major airlines utilities railroads and public safety agencies have been using Avtec products and services to orchestrate their critical missions since 1979 with thousands of systems installed.

Job Description

The Customer Support Engineer is responsible for interfacing with customers over the telephone email and in person in order to analyze and resolve technical sometimes complex problems. This includes providing technical support and training for Avtecs systems to customers dealers and partners. This position is responsible for performing the following duties;

Essential Duties and Responsibilities:

• Prioritize and provide customer support and technical issue resolution via email phone and other electronic medium.
• Determine most costeffective 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 issue (software/hardware) within the tools provided (Salesforce Rally ERP) and work with Senior Support Engineers and Engineering towards resolution.
• Issue Return Material Authorizations (RMAs) per company policy which may include additional steps to create quotes placing collection calls and resolving part number variances.
• Provide afterschedule support on an as needed basis.
• Work collaboratively with the Sales team to support presales system designs and technical presentations.
• Attend software development recap meetings and provide input to the Product and Engineering teams.
• Provide onsite services/training on an as needed basis which may include working with tools in confined spaces
• Must be able to travel 25% of time.
• Any other duties assigned which are in the best interests of the company.

Required Skills:

• Windows OS/Applications configuration and troubleshooting
• Network troubleshooting
• Read and interpret log files
• Proficient in Wireshark
• Customer interaction skills
• Communication skills
• Problem solving and critical thinking skills

Desired Skills:

• SQL Database
• Land Mobile Radio Technologies
• IP Telephony
• Console and dispatch systems

**Preferred candidates will live in South Carolina**

#LIRO1

Target Base Salary Range

$56900.00 $105300.00

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on jobrelated knowledge skills and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Bachelors degree OR 2 years of experience in software networking IT public safety wireless or related field

Travel Requirements

Under 25%

Relocation Provided

None

Position Type

New Grad

Referral Payment Plan

Yes

Our :

• Incentive Bonus Plans
• Medical Dental Visionbenefits
• 401K with Company Match
• 10 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & Family Leave
• and more!

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 legallyprotected characteristic.

We are proud of our peoplefirst and communityfocused 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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were 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 .