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The EA Systems Support Centre (ESSC) supports a global customer base for advanced Digital communications systems.These systems are the go-to technology for customers around the world who need clear, instant and reliable communications. MOTOTRBO offers a portfolio of digital radios, infrastructure and applications which enables voice and data communications that allows our customers to instantly communicate, ease decision-making and provide seamless coordination in even the harshest of environments. ESSC Technical Support Engineer (TSE) provides second/third line support to our mission and business critical customers.The role is highly varied with main emphasis on the resolution of Service requests in terms of restoration of service impacting Incidents, Root causing Problems or fulfilling Technical Requests in the most timely manner. In order to achieve this you act as the primary interface to communicate with, and coordinate the customer, Motorola Solutions field teams and development engineering. The role is mainly office based; however, travel to customer sites may be required in order to expedite Service request that cannot be resolved remotely.Although the the role is focused on MOTOTRBO technology and its associated products, you will be expected to develop a broader knowledge of the technologies the systems interfaces with e.g. Computer Aided Despatch, VOIP communications systems, in order to provide a better support experience to our customers.
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• Develop a high level of understanding of Motorola Solutions MOTOTRBO products to be able to support external and internal customers in the resolution of technical issues.
• Liaise and coordinate with internal Motorola Solutions departments and customers
• Communicate with customers coherently in written and spoken English and Russian.
• Take ownership of customers’ issues and ensure that customers’ expectations are met.
• Follow Customer Issue Resolution processes.
From time to time, international travel will be required.
• Use Motorola Solutions owned MOTOTRBO systems to reproduce and/or troubleshoot customer issues, as well as to gain knowledge of future software updates.
• Stay current on new and emerging technologies.
• Bachelor’s Master’s degree or equivalent.
• Attention to detail
• Good analytical skills
• Ability to work efficiently in an international team
• Excellent verbal and written communications skills in English and Russian languages
• Background in Radio Communication systems or experience in a technical customer facing environment.
Desired Knowledge/Skills:
• ITIL Foundation
• RF
• IP Networking