Customer Support Engineer
hace 2 meses
**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 Overview**: 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.
**Customer Support & Field Engineer**
**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 netwo
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