Motorola Solutions

Support Engineer

• Independently troubleshoot, install, and support proprietary software and hardware equipment, including laptops, servers, and LPR camera systems
• Take incoming calls from the support queue related to complex issues
• Identify underlying problems and determine available solutions
• Provide troubleshooting support over the phone, via email, and in person
• Set up systems accurately and on time
• Provide phone support during regular business hours and on-call availability during off hours
• Monitor chat sessions to assist other team members
• Test systems to ensure they are working correctly
• Adjust mechanical, electrical, software, or hardware systems as needed to make equipment functional
• Follow department processes, procedures, and metrics
• Maintain detailed customer issue and interaction logs in the ticketing system
• Train customers on system software, hardware, and installation use
• Assess issue severity and escalate issues efficiently and appropriately

Support Technician Tier 2

Account Executive

• Develop and implement a comprehensive sales plan for each target account or geography and its buying centers across Motorola Solutions' full portfolio of products, software, and services
• Assemble and coordinate internal and external sales resources to assess customer needs and address requirements
• Proactively develop large project opportunities across products, software, and services
• Engage and lead channel partners in selling Motorola Solutions offerings to customer buying centers
• Build relationships with key decision makers and influencers in public safety and related organizations
• Understand and influence technology and funding priorities
• Develop procurement vehicles for multiple solutions across entire target accounts
• Manage sales, strategic account planning, and overall relationships for target customers in New England

Senior Account Executive

Customer Support

• Manage customer services contracts and service relationships for CommandCenter Software
• Meet contractual obligations and provide expertise in software and mobile video solutions
• Drive appropriate resources to solve complex customer issues
• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams
• Execute service agreements and deploy field resources
• Reduce time to resolution and manage escalations
• Ensure best practices are followed in customer environments
• Manage customer escalations and exceed customer expectations
• Coordinate technical changes, cloud releases, customer requests, field change orders, and reconfigurations
• Engage in upgrade and execution plans
• Monitor complex service matters, technical implementations, and activities
• Report on technical performance and review relevant service requests
• Explain technical problems and solutions to team and client members
• Coordinate support between account teams and technical resources
• Build value-added relationships and serve as a trusted technical advisor

Software Customer Service Manager

Program Manager

• Serve as the dedicated Readiness Partner for the NSOC business unit
• Act as the primary Knowledge & Learning liaison to NSOC leadership
• Align readiness strategies with operational workflows
• Translate technical capability gaps into role-based learning paths and knowledge capture strategies
• Partner cross-functionally to execute learning programs
• Champion knowledge management practices and accurate incident documentation
• Monitor usage and contribution metrics and coach personnel on content health
• Promote internal technical knowledge self-service for external customers and service partners
• Identify technical training gaps and define content requirements with external education partners
• Curate modular, agile curriculum blocks to accelerate time-to-proficiency
• Lead integration of troubleshooting methodologies and emerging AI technologies into support operations
• Partner with Process Management teams on workflow training
• Provide data-driven requirements to Change Enablement and Platform teams

Knowledge & Learning Program Manager

Manager

• Manage customer contracts and relationships for video solutions, including Vehicle Intelligence product lines
• Ensure contractual obligations are met and provide expertise in video solutions
• Direct resources to solve complex customer issues
• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams
• Oversee Servicer Statements of Work with Onsite Servicers and ensure service delivery and SLA compliance
• Serve as the primary point of contact for lifecycle management of video and complementary Motorola ecosystem technologies
• Establish recurring governance meetings for mid-term and long-term planning
• Execute service agreements, deploy field resources, reduce time to resolution, manage cases, and handle escalations
• Manage services scope under contracts and clarify customer obligations for service deliverables
• Build trusted service delivery relationships with customers
• Ensure best practices and consistent service levels, driving corrective actions to closure
• Coordinate technical changes, releases, customer requests, field change orders, reconfigurations, upgrades, and execution plans
• Maintain awareness of complex service matters, technical implementations, product quality issues, and related activities
• Report on technical performance and review service requests
• Coordinate account teams and technical resources to meet scope, deliverables, and outcomes
• Support video solution deployment methodologies and quality processes
• Identify up-sell and cross-sell opportunities
• Maintain Customer Support Plans, Servicer Statements of Work, and other operational documents
• Address root causes of repetitive incidents through problem management
• Support contract renewals, including inventory, SOW, CSP, and third-party vendor pricing updates
• Coordinate transition from project implementation to warranty support and service delivery
• Stay current with legal and regulatory requirements concerning data security best practices

Video Systems Manager

Administrative Assistant

• Discern and review cases from a factual perspective while following established processes
• Generate reports as required
• Analyze data and keep the department up to date as new production occurs
• Handle and/or receive complaints, incidents, and issues
• Process claims
• Review contracts and documents
• Perform data entry
• Log and pull evidence
• Prepare estimates and quotes
• Conduct internal audits
• Make outbound calls to debtors to discuss claim review findings (40% of role)
• Perform remediations
• Generate reports

Complaints Administrative Assistant

• Administer processing of assignments
• Process completion of services and release of lender assets upon execution of service
• Communicate regularly with banks and field agents
• Handle inbound and outbound calls
• Perform data entry across multiple systems
• Handle escalations
• Utilize client/lender databases to execute specific lender requirements
• Work across up to 15 tabs between multiple screens
• Provide customer service
• Follow work through to completion
• Work independently and collaboratively within a team

Post Recovery Administrative Assistant

Sales

• Manage the entire sales process from initial prospecting, qualification, and virtual demonstrations to negotiation and closing deals
• Systematically engage a 2,000+ contact list through calls, emails, and social selling techniques
• Develop a pipeline through self-prospecting activities and conversion of company-provided leads
• Deliver web-based product demonstrations of Capture solutions tailored to credit union marketers
• Use the CRM to manage a high-velocity sales pipeline, ensuring accurate forecasting and activity tracking
• Meet and exceed daily activity metrics and monthly and quarterly targets for new customer acquisition and revenue
• Build a high-velocity sales engine focused on selling Capture solutions to the credit union market

Fixed LPR Sales Representative

Field Engineer

• Perform patching operations for the global Navy ELMR enterprise
• Administer local and remote updates across Windows clients and servers, RHEL servers, McAfee AV, and SQL databases
• Support broader EURAFCENT system and network sustainment activities
• Submit weekly activity and accomplishment reports to leadership
• Implement system and security patch updates provided by the Motorola Solutions ASTRO Security Update Service
• Diagnose and troubleshoot patching-related issues on an Enterprise Land Mobile Radio network
• Maintain extensive verbal and written communication
• Assist Master Site FSTs and Engineering teams with daily maintenance across master sites, dispatch sites, and RF sites
• Travel up to 25% annually to support enterprise system maintenance and regional patching efforts
• Work on-site at a military base in Catania, Sicily, Italy

Field Service Technician – Navy ELMR Patching

• Establish, build, and lead a dedicated revenue pillar for Law Enforcement & Homeland Defense
• Drive business growth across the US Department of War, National Guard, Federal Civilian and Law Enforcement agencies, and State & Local Public Safety organizations
• Lead a team of specialized Sales Directors
• Execute a bottom-up tactical sales strategy
• Align with Market Development Executives, Business Development Directors, and Spectrum Overlay specialists
• Own and deliver annual orders and revenue targets, quarterly quotas, and booking forecasts across North America
• Directly manage, mentor, and grow specialized Sales Directors
• Drive pipeline velocity, rigorous CRM tracking, and accurate deal forecasting
• Collaborate with engineering, product development, marketing, and business development teams
• Conduct customer site visits, tactical field demonstrations, executive briefings, and attend major industry trade shows

Senior Sales Director – Law Enforcement, Homeland Defense

Project Manager

• Implement Mobile Video solutions
• Lead and act as the focal point for all aspects of assigned projects
• Deliver contractual scope on schedule and within budget while maintaining customer satisfaction
• Use project-management tools including schedules, critical path analysis, budgets, change orders, risk assessments, and action-item logs
• Analyze complex issues and develop resolutions
• Allocate resources to meet project, financial, and customer-satisfaction objectives
• Communicate directly with customers and relevant senior internal stakeholders
• Conduct project reviews throughout the project lifecycle
• Manage overall pre-tax profit of assigned projects
• Direct and coordinate project-team activities
• Contribute to project plans and organizational objectives
• Prepare project-status reports for upper management

Project Manager – Southwest Region

• Configure all supported and assigned Emergency Call Handling solutions, including hybrid cloud and SaaS-based applications
• Perform site verification testing before cutting sites into production
• Configure and troubleshoot connectivity between local site infrastructure and cloud-hosted application environments
• Support customers and channel partners while deploying ECH solutions into production
• Document solution changes, including cloud tenant configurations and API integrations, during implementation
• Resolve installation and quality issues in a timely and efficient manner
• Participate in developing and approving Methods of Procedure for cloud migrations and system upgrades
• Participate in pre-contract oral presentations and customer negotiations as required
• Maintain subject matter expertise in emerging cloud-native public safety technologies
• Report to the ECH Field Engineer Manager
• Be accountable for system implementation according to site design, including on-site configuration, testing, cutover, and post-cut support

Field Engineer – Emergency Call Handling

• Formulate presale business strategies, implementation plans, and service offerings meeting customer requirements and Motorola's sales, revenue, and margin goals
• Lead and manage cross-functional project teams across engineering, sales, service, and proposal specialists
• Coordinate internal business units to integrate organizational objectives and win strategies into customer proposals
• Conduct customer requirements discovery and translate operational needs into end-to-end technical system architectures
• Architect and implement connections between mobile video applications and broader software ecosystems
• Demonstrate key product features to customers
• Partner with sales teams on technology strategies across critical communications, mission-critical devices, and command center software
• Direct solution testing, configuration, and technology demonstrations
• Present complex technical concepts and strategic business proposals
• Build relationships with internal leaders and external customer stakeholders
• Oversee project deadlines, complex requirements, and alternatives when requirements cannot be met

Technical Sales Manager

• Perform system configuration for supported and assigned Emergency Call Handling solutions, including hybrid cloud and SaaS-based applications
• Perform site verification testing before cutting a site into a production environment
• Configure and troubleshoot connectivity between local site infrastructure and cloud-hosted application environments
• Support customers and channel partners while deploying the ECH solution into production
• Document solution changes, including cloud tenant configurations and API integrations, during implementation
• Ensure installation and quality issues are resolved in a timely and efficient manner
• Participate in developing and approving Methods of Procedure for cloud migrations and system upgrades
• Participate in pre-contract oral presentations and customer negotiations as required
• Maintain subject matter expertise in emerging cloud-native public safety technologies
• Report to the ECH Field Engineer Manager
• Travel in excess of 75%

Engineer

• Serve as the primary contact and communication point for all WAVE technical issues
• Oversee, manage, and coordinate maintenance issues and issue resolution
• Provide system support, maintenance, and updates for the WAVE System
• Assign user licenses and maintain individual user account configurations
• Manage certificate distribution and execute channel patching
• Manage federated WAVE convergence requests with outside organizations for interoperability support
• Perform weekly system maintenance checks and install software updates and bug fixes
• Coordinate customer upgrades and monitor external host system changes and dependencies
• Coordinate WAVE software support with the Motorola Solutions WAVE software support team
• Fulfill customer-directed reporting tasks
• Coordinate with contractors and entity representatives to ensure regulations and policies are followed
• Test or verify backup systems regularly or as required
• Ensure delivery of technical support according to the support plan
• Communicate major system problem resolutions and system status
• Facilitate technical problem resolution with field, service, product, engineering, and customer response teams
• Manage WAVE infrastructure emergency repairs and escalation procedures
• Participate in meetings with customer officials and user groups to review system and service performance
• Provide technical recommendations to improve WAVE System performance
• Assist with spare-parts and supplies inventory management
• Identify failure trends, systemic issues, chronic problems, and improvement opportunities
• Coordinate and lead technical resources for open Customer Service Request cases
• Identify process failures and take corrective action

Support Technician Tier 2

Senior Account Executive

Software Customer Service Manager

Knowledge & Learning Program Manager

Video Systems Manager

Complaints Administrative Assistant

Post Recovery Administrative Assistant

Fixed LPR Sales Representative

Field Service Technician – Navy ELMR Patching

Senior Sales Director – Law Enforcement, Homeland Defense

Project Manager – Southwest Region

Field Engineer – Emergency Call Handling

Technical Sales Manager

Field Engineer – Emergency Call Handling

Onsite VoIP Engineer