Field Service Technician
Motorola Solutions
- Melbourne, VIC
- Permanent
- Full-time
The Field Services Engineer will work closely with the functional teams and the primary relationship is support to the Operations Manager, working closely with the Lead Operations Engineer and engineering staff on a day to day basis.Ensuring a strong working relationship is formed working with NOCC, Service Delivery Manager, National Support Services Manager, as well as customers and sub-contractors to provide maximum exposure to operational issues and priorities. Will be supervised by Vic / Tas Field Services team leadJob Description
- Oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service.
- Ownership and resolution of operational issues including incident reports and follow up action items from Incidents, Change Management, Problem management, both internally and externally.
- Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
- Comply with Motorola Quality policies and practices.
- Interact with other internal business units in supporting Vic MMR.
- Support of the subscriber devices deployed within the Vic MMR, may include installations of portable, mobile and fixed terminals, asset management, support in the QA of supplied devices and installations, when required.
- Good problem solving skills to handle dissatisfied customers and decision making abilities to answer the critical client queries.
- Be part of the resource loading forecast for baseline support obligations that requires staff utilisation for staff capacity planning and business growth.
- Must be prepared to work overtime as required.
- Participate in the On Call Roster for after hours primary response.
- 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
Associate Diploma in Electrical / Electronics or equivalent, including CompTIA / Security, Networking qualifications, e.g. CCNAEXPERIENCE:Essential:
- Minimum of three years in a radio communication service environment.
- Understanding of RF principles and antenna system multi coupling and or network IP configuration / TCNT / CompTIA / CCNA
- Experience in the use of digital communications test equipment and interpret results such as modulation constellation or antenna sweep graphs.
- Experience in APCO25,/ TrBo Digital Radio Communications environment or equivalent (both Trunked and Conventional systems including Simulcast).
- Strong customer and team focus.
- Experience in dispatch console systems, logging environments and other PMR systems.
- Understanding of IP networking principles
- Motorola digital network and subscriber product knowledge.
- 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