Customer Support & Field Engineer

The Customer Support & Field Engineer, part of Motorola Solutions' post-sales team, is responsible for designing and guiding the technical implementation of government and commercial communication systems. This role involves managing and performing detailed system implementations, providing local customer support, conducting preventive and corrective maintenance, and building strong customer relationships. Engineers will work on multi-disciplined project teams, supporting various phases from design to deployment, testing, and handover, ensuring high-quality service delivery and customer satisfaction.

Must Have

• Manage and/or Perform detailed implementation of communication system solutions and services.
• Provide local support to the customer (in some cases 24/7 on call Service support).
• Perform Preventive and Corrective Maintenance to customer systems.
• Build Customer relationships; presenting technical solution to Customer.
• Provides technical support and consultations for / with the System Integration Centers.
• Provide 3rd party management for ordering, installation and integration.
• Participate in Factory Acceptance Test (FAT) and (on-site) Site Acceptance Tests (SAT).
• Work with product groups to ensure equipment is available to meet project timescale.
• Provide technical support during all project phases.
• Support SW / HW upgrades.
• Attending customer meetings, status updates, project reporting.
• Manage, supervise and audit subcontractors providing supplemental support services.
• Leadership for all technical aspects for the implementation phase of the project.
• Manage skills transfer from the design team to the implementation team.
• Leading the field deployment and day-to-day activities: Deploying, Configuring, commissioning, Testing and troubleshooting network equipment problems.
• Ensure that the project team and the stakeholders are kept up to date with the progress on the project.
• Be the escalation point for the implementation FEs for the raising of issues.
• Coordinate the interface between design and implementation.
• Maintain the records related to technical aspects of the work carried out in the sites.
• Interface, communicate, and coordinate the sub-contractor on project deployment best practices.
• Ensure the project is delivered to the desired quality standard.
• Perform preventative and corrective maintenance routines to ensure proper system operation.
• Provide direct local support for customers under support service contracts.

Good to Have

• ITIL certification.
• Knowledge on Networking.
• Knowledge on Server Management (ESXi, Vsphere).
• Working technical knowledge of Motorola Solutions portfolio (PCR, DIMETRA Express).
• Cross-cultural and cross-language working experience in teams.
• Field engineering experience with Motorola Solutions portfolio, including customer management experience.
• Comfortability with learning about new products and the service portion related to them.

The Customer Support & Field Engineers are part of the post-sales team within the Services organization. The team is responsible for designing and guiding the technical implementation of government and commercial communications system solutions, leveraging new technologies and approaches sourced from both inside and outside of Motorola Solutions. The Customer Support & Field Engineer role will form part of multi-disciplined project teams to design and deliver complex mission critical voice and data systems. The systems may be used directly by our customers or by Motorola Solutions to deliver Managed Services to our customers. The Customer Support & Field Engineers will work in the post sales phases of projects and may support multiple projects in a given period depending on size and complexity. There may also be a requirement to provide support to pre-sales activities. The Customer Support & Field Engineer role can operate at different levels within the organization and/or projects. The level of the role will be determined by the size and complexity of the project or activity as well as the level of the individual within the organization. The Customer Support & Field Engineering role can be fulfilled at any level within the TS career ladder, however, engineering staff at a lower level will focus on smaller projects or elements of larger projects with a higher level of supervision.

Main Duties

• Manage and/or Perform detailed the implementation of communication system solutions and services which satisfy the requirements of the customer, end users and operator;
• Support of update of system ‘as built’ documentation
• Provide local support to the customer (in some cases 24/7 on call Service support);
• Perform Preventive and Corrective Maintenance to customer systems under support contract
• Build Customer relationships; presenting technical solution to Customer, conducting negotiations with Customers, partners and suppliers and providing Customer technical consultations, advices and review as well as technical documentation as per the Contract requirements
• Provides technical support and consultations for / with the System Integration Centers and clarification of technical issues with the Customer, third parties and within Motorola Solutions.
• Provide 3rd party management for ordering, installation and integration, documentation, quality management and acceptance testing, technical change management.
• Participate in Factory Acceptance Test (FAT) and (on-site) Site Acceptance Tests (SAT), while coordinating all technical aspects of the acceptance testing.
• Work with product groups to ensure equipment is available to meet project timescale.
• Provide technical support during all project phases
• Support SW / HW upgrades
• Attending customer meetings, status updates, project reporting etc.
• Manage, supervise and audit subcontractors providing supplemental support services
• Technical CSM support

Depending on the project scope, a Customer Support & Field Engineer may take a technical lead role responsible for overall deployment, test and handover. Alternatively, the Customer Support & Field Engineer role might specialize in a particular area or sub-system based on their skills and experience.

The Customer Support & Field Engineer role may also fulfill the role of a Subject Matter Expert (SME) supporting projects and opportunities across the wider region.

Responsibilities:

The scope of responsibility for a Customer Support & Field Engineer will be determined by their seniority in the organization and the composition of the project team they are working with. The Customer Support & Field Engineer role responsibilities will include the types of activities listed below:

• Leadership for all technical aspects for the implementation phase of the project.
• Manage skills transfer from the design team to the implementation team.
• Leading the field deployment and day-to-day activities: Deploying, Configuring, commissioning, Testing and troubleshooting network equipment problems.
• Management and development of the local FE team.
• Ensure that the project team and the stakeholders are kept up to date with the progress on the project.
• Be the escalation point for the implementation FEs for the raising of issues with the deployment, and escalate these to the relevant parties for resolution. These will need to be tracked from opening to closure;
• Self-motivated and able to maintain team focus in a pressured environment.
• Coordinate the interface between design and implementation.
• Maintain the records related to technical aspects of the work carried out in the sites.
• Interface, communicate, and coordinate the sub-contractor on project deployment best practices.
• Ensure the project is delivered to the desired quality standard.
• Perform preventative and corrective maintenance routines to ensure proper system operation with focus on trend analysis and documentation of results.
• Provide direct local support for customers under support service contracts.

In general a Customer Support & Field Engineer should strive for the following:

• Maintaining an excellent working knowledge of all public safety applications, solutions and services as well as emerging trends within the industry.
• Proactive approach to knowledge sharing and supporting colleagues to enhance both individual and group competencies.
• Do it right the first time, work effectively.

The organization structure in the team enables accountability, focus, and decision making with efficient region wide sharing of our post sale Technical resources. The organizational goal is to maintain the balance between Customer, Business & People which in turn drives improved efficiency, costs & ultimately competitive advantage.

Reporting Relationships:

The Customer Support & Field Engineer reports directly into the Post Sales Services and Support team CSMs. There are also business reporting lines to the PMs and the Sales department to fulfill the customer service requirements and contracts. As part of the technical staff team they help to create & develop further skills and business opportunities. When the Customer Support & Field Engineer is assigned to a major project, the functional line management structure will remain. However, the role reporting will be matrixed to reflect the implementation of the project team(s). The week to week management will be carried out within the projects but goal setting and performance appraisals will be the responsibility of the line management in close coordination with the Projects.

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