Field Service 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 QLD/NT 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.

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**:
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

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

EXPERIENCE:
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, TrBo & TETRA 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 (DMR etc).
- 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 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 op