Field Service Representative - Idstein, Germany

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The US Federal Governments Markets Division is chartered with being the premier, compliant supplier of world-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well-trained, diverse work force creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business. The Federal Systems Technology department of the USFGMD is responsible for service supporting a charter of implementing and integrating complex systems sold worldwide to the US Federal Government. As a USFGMD Field Service Representative, you will be exposed to a wide variety of communications requirements in both the Presale and Post Sale phases of a project. These applications span the entire breadth of the US Federal Government throughout the world.

Job Description

This role, located in Germany and operating under German labor laws but reporting to a U.S. Manager, involves providing technical field service support for Enterprise Land Mobile Radio (LMR) networks across the EMEA area of operations, primarily for U.S. DoD Federal Government customers (Army, Air Forces, and Navy). Relocation assistance is provided.

Technical Support & Service:

• Provide expert technical support, service, and integration for Motorola Solutions products focused on DoD customers.

• Support U.S. Army, U.S. Air Forces, and U.S. Navy Enterprise LMR networks in countries including (but not limited to) Germany, Belgium, United Kingdom, Spain, Italy, Kuwait, UAE, and Africa.

• Perform installation and removal of trunked and conventional LMR systems at assigned locations, including Germany, Belgium, United Kingdom, Spain, Italy, Africa, and Greece.

System Maintenance & Operations:

• Operate and maintain equipment for trunked and conventional LMR systems.

• Maintain, program, optimize, troubleshoot, and repair radio repeaters, portable and mobile radios, base stations, dispatch/communications consoles, and all related ancillary subscriber equipment for both trunked and conventional LMR systems.

• Provide on-site response, infrastructure equipment repair, local technical support service, and Network Preventive Maintenance Service on Motorola ASTRO® 25 LMR systems.

Customer Interaction & Management:

• Serve as the primary point of contact for customer resolution, managing and resolving escalated customer issues to successful resolution.

• Communicate project updates to the customer and resolve minor administrative actions (e.g., room access). Project scope issues must be reported directly to the supervisor.

• Provide user "refresher" training, including first echelon field training for subscribers and trunked radio infrastructure.

• Champion the complete Motorola Service and Sales portfolios to support all customer communication needs.

• Exercise client-focused behavior and ensure on-time delivery, both externally and internally.

• Utilize multi-tasking skills to manage multiple systems and applications during customer interactions.

Administrative & Compliance:

• Support all established Service Level Agreements (SLA).

• Provide administrative reports for recurring/non-recurring contracts and one-time reports requested by management/CSM.

• Receive, review, diagnose, repair, test, and calibrate customer LMR equipment back to OEM standards. Document this process using the FSED automated MCM Comm Shop 360 program or its replacement.

Qualifications & Experience:

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

• Required Experience: At least 3 years of Radio Frequency (RF) experience and a minimum of 2 years of Networking (Wide and Local Area Networks) experience. Education or work experience may be substituted.

• Certified technician or equivalent qualification in industrial engineering.

• Strong knowledge of Motorola Solutions P25 Trunking Network Systems.

• Solid working knowledge of Motorola radio systems and their customer applications.

• Strong knowledge of communications systems with the ability to interface with customer technical representatives and provide appropriate technical support.

• Solid working knowledge of Radio Frequency (RF) theory.

• Proficiency in hardware and software tools available for both RF and Networking equipment.

Security & Travel:

• Ability to receive a security clearance from the U.S. Government and any required position certifications is a condition of continued employment (requires completing a standard form 86 questionnaire).

• Must possess a valid U.S. Passport and U.S. driver's license.

• Must be willing to travel up to 50% across all of EMEA and be in excellent health for traveling requirements.

• An EU driver's license is a plus.

• Relocation is provided for this role.

Skills & Abilities:

• Must possess strong interpersonal and communication skills; both spoken and written English language proficiency is required.

• Demonstrated ability to use MS applications and Google email/software tools.

• In possession of one or more Comp TIA Network+, Security+, MCSE, or CISSP certifications.

• Sound judgment and decision-making abilities.

• Effective problem-solving skills.

• Ability to exercise flexibility as situations warrant.

• Ability to work well in a team environment.

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Target Base Salary Range: $55,000 - $65,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• 3+ years of experience in one of the following: LMR, RF Systems, Radio Communications, Radio Frequency, Motorola equipment, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking Equipment, IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, or Military experience.

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

Travel Requirements

Over 50%

Relocation Provided

International

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.