Professional Services Specialist - North America

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.

The Professional Service Specialist (PSS) works side by side with our Sales teams and plays a critical role in the deployment of services for our most strategic accounts. The PSS has a strong understanding of the product and is able to set up, upgrade, and get the most out of our hardware and software solutions. The ideal candidate is passionate about our products, understands customer needs, and can devise creative solutions.

• Setup deployments (Pelco and Avigilon) either on-site or remotely from the ground up based on customer requirements in the most effective and efficient manner.
• Perform the following either in the field or remotely:
  • Configuration of VMS environments including Analytics
  • Network config/setup
  • Site Audits and system certifications
  • Troubleshooting of existing/new issues reported by the customer
• Upskill Sales teams, Channel Partners, and end-users by providing thorough product training.
• Conduct in-person and remote product demonstrations and lead technical discussions.
• Develop and maintain strong relationships with customers and partners.
• Travel or remote into sites to provide support for Sales and System Integrators and lead troubleshooting and training activities.
• Collaborate with the Customer Success and Support teams in providing post-sales support to customers.
• Closely support Sales teams in achieving sales targets and strategic goals.
• Be proactive in the entire Sales cycle, assisting in the identification of stakeholders, identifying potential risks in the engagement and proposing mitigating actions.

• 4‑5 years of relevant experience in an IT environment with a Bachelor’s Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset – or minimum 7 years of relevant experience, additional prior vocational or technical education will be considered an asset.
• Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.
• 3+ years of relevant field experience in a VMS/Access control environment.
• Strong knowledge in networking and system design.
• Experience working with Physical Security VMS, DVR, NVR, Cameras, Encoders, POE, POS, Access Control and other industry specific technologies.
• Experience with Milestone, Genetec, Exacq, Avigilon, Axis, Hikvision, Open Path, Feenics, HID, Phoenix and other industry players is a plus.
• Experience deploying a VMS and cameras from the ground up.
• Understanding of network and POE requirements for physical security.
• Knowledge and recent experience with programming and APIs is preferred.

• Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution.
• Develop a strong understanding of Motorola Solutions Video and/or Access Control products.
• Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
• Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
• Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders.
• Self‑motivated and focused individual with a passion for technology and an aptitude for customer satisfaction.
• Excellent presentation skills.

• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and…