Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit 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 that’s 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

Responsible for high level NSW customer service satisfying the managed services and maintenance agreement customer needs for Government & Enterprise and Minerals and Energy sectors. This includes building a strong customer facing relationship with managed services and maintenance agreement customers at an operational and senior management level.

Works closely with cross functional teams such as Service delivery managers, Network Operation Control Centre, senior management, support services, engineering, product management, 3rd party sub-contractors, vendors and programme management / systems integration team.

Job Description:

The Field Services Technician will work closely with the functional teams (NOCC Manager, Service Delivery Manager, Operations Engineering Manager and National Support Services Manager and local Field and Engineering personal) as well as customers and sub-contractors to provide maximum exposure to operational issues and priorities. Will be locally supervised by NSW Field Services team lead

RESPONSIBILITIES:

Oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service.

Ensure that customers receive appropriate and timely reporting as required by the Contracts.

Lead regular service reviews and other forums to ensure that operational services and issues are managed successfully.

Ownership and resolution of operational issues including incident reports and follow up action items from system incidents, both internally and externally including conducting Customer briefings.

Identify and implement areas for improvement to ensure improved service quality and best practice delivery.

Comply with Motorola Quality policies and practices.

Interact with the Service Provision Team ensuring constant awareness of service provision issues including specific customer activities such as, special operations events, customer service sign offs and transition activity development.

Good problem solving skills to handle the dissatisfied customers and decision making abilities to answer the critical client queries.

Prepare a resource loading forecast for baseline support obligations that requires staff utilisation for staff capacity planning and business growth.

Basic Requirements:

Certificate III or IV in Electronics / Radio Trades Certificate or relevant trade qualification (in communications, radio or electronics) or Certificate IV in Telecommunications Networks Technology

ACMA Open Cabler License:

Desirable:

Associate Diploma in Electrical / Electronics or equivalent

Essential:

• Minimum of three years in a radio communication service environment.

• Understanding of RF principles and antenna system multi coupling

• Experience in the use of digital communications test equipment and interpret results such as modulation constellation or antenna sweep graphs.

• Experience in APCO25, Tr Bo & TETRA Digital Radio Communications environment or equivalent (both Trunked and Conventional systems including Simulcast).

• Strong customer and team focus.
• Australian citizen or eligible for citizenship

Desirable:

• Experience in dispatch console systems, logging environments and other PMR systems (DMR etc).

• Understanding of IP networking principles

• Motorola digital network and subscriber product knowledge.

Travel Requirements:

25-50%###
Relocation Provided

None

Position Type:

Experienced

Referral Payment Plan

Yes

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.