Subscriber & Logistics Support Technician

​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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Analyze and develop logistics plans that enhance product workflow. Creates and reviews procedures for distribution and inventory management to maximize customer satisfaction and minimize cost.  Strives to drive continuous improvement processes.

• Support of the subscriber equipment deployed within the Victorian managed services.
• Ensuring relevant subscriber related KPls and SLAs are met.
• Perform equipment configuration, logistics and refurbishment tasks to high quality standards.
• Program subscriber equipment including radio, mobile data and video equipment as per prescribed procedures.
• Ensure the relevant systems are updated when any subscriber equipment configuration is altered by the subscriber team or subcontractor representatives.
• Perform quality assurance checks on configured equipment to ensure accuracy of configuration, system updates and testing has been successfully completed.
• Coordination of day to day subscriber equipment deliveries and RMAs, including liaising with customer representatives, sub-contractors and freight providers.
• Identify faulty equipment and materials and determine the most suitable course of action to repair.
• Conduct minor repairs on equipment that is deemed not to require a workshop repair.
• Liaising and planning with customers for vehicle installation/deinstallation and field support activities.
• Perform asset tagging including updating any applicable database.
• Coordinate asset movements in line with Subscriber Services requirements, other departments and various project activities.
• Check inventory and conduct stocktakes to ensure accuracy of records and to identify material shortages and trigger restocking processes.
• Dispatch and receive goods and materials for further processing and handling of inwards and outwards consignments for the Tally-Ho site.
• Support managed services projects involving the deployment, upgrade or modification of subscriber equipment.
• The following activities will involve travelling to designated customer sites within Victoria as part of an on-call roster:
  • Assist the vehicle installation and customer support technicians to identify and resolve subscriber equipment related issues in vehicles.
  • Perform quality assurance checks and provide ongoing training and feedback to customer support technicians.
  • Replenishment of spare subscriber equipment at the designated customer sites within required time frames to meet SLAs.
  • Restoring service to Motorola WiFi devices with remote support from Operations Engineers.
  • Develop and maintain good working relationships with customers and subcontractors at the various worksites.
  • The On Call Roster for travelling out to customer sites within Victoria will be primarily within business hours but may require overnight stays – this can be next business day or scheduled within 2 weeks.
  • The rostered travel will be 1 week out of 3 or 2 weeks out of 6.
  • Motorola will provide a work vehicle for this purpose. Monthly checks on the vehicle will be required to ensure it is clean, free of visible defects and up to date with service intervals.
• Other related subscriber activities as directed by management.
• Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
• Be prepared to work flexible working hours as required.
• Comply with Motorola Quality policies and practices

Essential:

• Customer service experience.
• Experience with electronic or telecommunications equipment.
• Computer literate, including Microsoft Word & Excel.

Desirable:                    

• Experience with Motorola radio communication, mobile data or ANPR equipment.
• Experience with electronic equipment configuration.
• Inventory management and warehouse experience including Forklift/Walkie Stacker.

• Well developed written and verbal communication skills.
• Desire and ability to successfully carry out all objectives with enthusiasm, integrity and ingenuity.
• Receptive to change and innovation.
• Ability to work to tight timelines, achieve high accuracy and pay attention to detail.
• Ability to self manage and work unsupervised at off-site locations in the absence of supervisory or management staff.
• Ability to work according to the direction of supervisor or management staff.
• Appreciation for sense of urgency to ensure call out responses are punctual and within specified Key Performance Indicators and Service Levels.
• 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.
• Must have a driver’s license for travelling to other sites and facilities.

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.