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Field Service Technician

2 weeks ago

Burwood Heights, Australia 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 Overview**: Responsible for high level VIC/TAS 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 level.

Participate in the day-to-day support in providing high quality and high value support services to the Vic 000 MMR radio network, duties including asset management, repairs and logistics, when required within the Field services team and directed by the Team Lead.

ORGANISATION RELATIONS:
The Field Services Engineer will work closely with the functional teams and the primary relationship is support to the Operations Manager, working closely with the Lead Operations Engineer and engineering staff on a day to day basis.

Ensuring a strong working relationship is formed working with NOCC, Service Delivery Manager, National Support Services Manager, as well as customers and sub-contractors to provide maximum exposure to operational issues and priorities. Will be supervised by Vic / Tas Field Services team lead
**- Oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service.
- Ownership and resolution of operational issues including incident reports and follow up action items from Incidents, Change Management, Problem management, both internally and externally.
- Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
- Comply with Motorola Quality policies and practices.
- Interact with other internal business units in supporting Vic MMR.
- Support of the subscriber devices deployed within the Vic MMR, may include installations of portable, mobile and fixed terminals, asset management, support in the QA of supplied devices and installations, when required.
- Good problem solving skills to handle dissatisfied customers and decision making abilities to answer the critical client queries.
- Be part of the resource loading forecast for baseline support obligations that requires staff utilisation for staff capacity planning and business growth.
- Must be prepared to work overtime as required.
- Participate in the On Call Roster for after hours primary response.

**Basic Requirements**:
GENERAL EDUCATION:
Essential:

- 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, including CompTIA / Security, Networking qualifications, e.g. CCNA

EXPERIENCE:
Essential:

- Minimum of three years in a radio communication service environment.
- Understanding of RF principles and antenna system multi coupling and or network IP configuration / TCNT / CompTIA / CCNA
- Experience in the use of digital communications test equipment and interpret results such as modulation constellation or antenna sweep graphs.
- Experience in APCO25,/ TrBo Digital Radio Communications environment or equivalent (both Trunked and Conventional systems including Simulcast).
- Strong customer and team focus.

Desirable:

- Experience in dispatch console systems, logging environments and other PMR systems.
- Understanding of IP networking principles
- Motorola digital network and subscriber product knowledge.

PERSONAL ATTRIBUTES:

- Appreciation for sense of urgency to ensure call out responses are punctual and within specified Key Performance Indicators and Service Levels
- A reasonable degree of physical fitness and agility is required to carry test equipment and access equipment on site.
- Excellent customer service skills, including good communication skills with drive for total customer satisfaction as result of work performed.
- Must have a basic understanding and respect for current ACMA telecommunication regulations.
- Ability to work with minimum supervision and direction.
- Should have a systematic, analytical approach to fau