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Customer Support Engineer

2 months ago

Charleston, United States Motorola Solutions Full time
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.

Department OverviewAt 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 mission-critical 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

Responsible for interfacing with customers over the telephone and in person in order to analyze and resolve technical, sometimes complex problems. This includes providing technical support and training for Avtec's 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 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 issue (software/hardware) within the tools provided (Salesforce, Rally, etc.) and work with Senior Support Engineers and Engineering towards resolution.
  • Issue Return Material Authorizations (RMA's) per company policy which may include additional steps to create quotes, placing collection calls, and resolving part number variances.
  • Provide after-schedule support on an as needed basis.
  • Work collaboratively with the Sales team to support pre-sales system designs and technical presentations.
  • Attend software development re-cap meetings and provide input to the Product and Engineering teams.
  • Provide on-site customer support service/training on an as needed basis.
  • Must be able to travel 25% of time.
  • Any other duties assigned which are in the best interests of the company.

Required Technical Skills:

  • Windows OS/Applications configuration and troubleshooting
  • IP Network troubleshooting
  • Read and interpret log files
  • Proficient in Wireshark
  • Virtualization

Desired Technical Skills:

  • SQL Database
  • IP Radio Technologies
  • IP Telephony

**Preferred candidates will live in South Carolina**

#LI-RO1

Basic Requirements

  • Bachelor's degree OR 2+ years of experience in software, networking, IT, public safety, wireless or related field

Travel RequirementsUnder 25%Relocation ProvidedNonePosition TypeNew GradReferral Payment PlanYes

Our U.S.Benefitsinclude:

  • 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 legally-protected characteristic.

We are proud of our people-first and community-focused 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 you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're 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 ohr@motorolasolutions.com.