Field Services Technician

**Company Overview**:
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

***Department Overview **:Responsible for high level ACT 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.

ORGANISATION RELATIONS:
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
***Job Description**:
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**:
**EDUCATION**:
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

**EXPERIENCE: **
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, TrBo & TETRA Digital Radio Communications environment or
equivalent (both Trunked and Conventional systems including Simulcast).
Strong customer and team focus.

**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 fault finding.
Must have the desire and ability to continually acquire technical knowledge of new products,
systems and techniques and initiative to refer to technical product reference documentation.
Maintain a neat, professional personal appearance.
Conscientious approach to operational paperwork.
Proficient with Microsoft Word, Excel & Outlook

***Travel Requirements**:
***Relocation Provided**:
***Position Type**:
**Referral Payment Plan **:Yes