Professional Services Specialist - Dedicated Account

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 Services Team deals directly with our partners and customers and helps them get the most out of our Motorola Solutions Inc (MSI) products. It is a rapidly growing team that values transparency, open communication, collaboration, and a customer-first mentality.

Our Professional Services Specialist will serve as the dedicated, on-site technical expert for one of our most strategic enterprise accounts in the Detroit Area. This critical role ensures the continuous operation, maintenance, and successful upgrade of the client’s Video Security & Access Control (VS&A) infrastructure.

• Perform on-site installation, configuration, and maintenance of Avigilon Unity Video and Access Control environments following Motorola’s best practices.
• Lead the planning and execution of large-scale system upgrades across this client’s sites, including licensing validation, firmware and software updates.
• Provide technical expertise regarding all video and access control system components.
• Conduct site audits, system certifications, and acceptance test plans.
• Support the coordination and execution of annual preventative maintenance, tracking compliance with contractual SLA’s and response timelines.
• Produce formal PM reports identifying tested systems, deficiencies, corrective actions taken, lifecycle and replacement recommendations.
• Troubleshoot technical issues to determine root causes, review logs, deploy fixes, and suggest preventative measures to improve overall processes.
• Respond to system outages and deficiencies leading technical incident response and resolution with Motorola and Avigilon support teams.
• Set up, configure and test advanced analytics.
• Conduct in-person and remote product demonstrations and lead technical discussions.
• Develop and maintain strong, productive relationships with the client’s internal IT staff, system integrators, and key security stakeholders.
• Communicate effectively with internal MSI cross‑functional teams (Sales, SEs, Project Management, Customer Success) regarding project scope, schedules, and deliverables.

• 5+ years of relevant field experience in a Video Management System (VMS) and Access Control (ACM) environment.
• 5+ years of relevant experience in an IT environment.
• Strong knowledge in networking and system design.
• Demonstrated experience in large‑scale, multi‑site, or mission‑critical environments.
• Experience working with Physical Security VMS, DVR, NVR, Cameras, Encoders, PoE, POS, Access Control and intrusion systems.
• 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 strong understanding of troubleshooting logic and steps to resolution.
• Develop a strong understanding of Motorola Solutions (Avigilon) 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, manage customer expectations, and handle complex situations while troubleshooting critical issues.

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