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

Based in Leicester, we are a recent acquisition by Motorola, and have around 50 employees. We have been developing solutions since the 1980s, and always strived to be innovative and forward thinking. Now, as part of Motorola Solutions, we continue to expand with future opportunities in the UK and beyond.

Job Description

This role is primarily remote with occasional travel to our Leicester offices and customer sites.

Key Responsibilities

• Maintain high levels of customer satisfaction by providing high-performance delivery and support in line with our internal and external SLA’s.
• High Performance Team:
  • Ensure that you understand all of our products and projects at a functional technical level.
  • Ensure that you keep abreast and understand modern technology and look at how it can be incorporated into the business.
  • Ensure that you actively work to keep technical skills up to date and that you have the correct attitude to deliver high quality delivery and support.
  • Develop strong working relationships with Key stakeholders and also within your team (e.g., Customers, Managers and Development teams.)
• High Quality Support and Delivery:
  • Ensure that you fully understand the requirements of our delivery projects, support contracts and our customers (including SLAs and OLA’s). Maintaining a high level of customer satisfaction at all times.
  • Ensure that all issues are investigated, logged, and dealt with and that adequate information is captured and recorded as it happens, thus allowing other team members and the client to be kept informed of progress at all times.
  • Ensure that you take full responsibility and ownership of any calls/tickets that you first pickup and follow these through from start to finish.
  • Identify and recommend areas for improvement of product delivery, quality, and support (including reducing costs).
  • Fully understand our products, services, and processes and how they are delivered and supported.
  • Provide recommendations on how we can improve the delivery and support of these products (e.g., reducing product fault rates, how to make delivery as quick and effective as possible, drive down in life support costs).
  • Work with the development teams to improve the quality, deliverability, and supportability of our products.
  • Interpret client requirements to provide and work to reliable estimates and quotes.
  • Ensure that estimates contain sufficient information to allow another engineer to perform the work and are in line with company’s estimation and quote process.
  • Always be conscious of costs and time and strive (even if work is not estimated) to quickly and efficiently complete the work within costs and deadlines. Raising any concerns sooner than later.
• Implement and Help Drive the Business Strategy:
  • Understand the business strategy, and how it impacts you, the team that you are in and the wider business.
  • Be an advocate for the strategy ensure that you are part of its implementation within the team.
  • Provide input into the business strategy around technology, delivery and support.
• Communication with Key Stakeholders:
  • Ensure that, at all times, all of the key stakeholders are clear on:
  • Using the appropriate communications channels.
  • Understand our Information Security processes and maintain adherence to these within the operations team.
  • Understand and maintain our Information Security and GDPR policies and processes.
  • Understand and maintain our legal and contractual responsibilities for information security and GDPR.
  • Provide recommendations on improvements to the policies and processes and changes that need to be made in order to meet legal/contractual obligations.
  • Ensure that our customers’ information is secure at all times and that any breaches or potential for breaches, or areas for improvement are reported immediately.