Field Service Representative - Idstein, Germany

Motorola Solutions

1d•$55,000 - $65,000

About The Position

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.

Requirements

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

Nice To Haves

An EU driver's license is a plus.
In possession of one or more Comp TIA Network+, Security+, MCSE, or CISSP certifications.

Responsibilities

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.
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.
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).
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.
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.