Pre - sales engineer and technical support

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Pre-Sales Engineering / Fly-Away Technical Support Department at Silent Sentinel is a dynamic team dedicated to providing comprehensive technical support throughout the sales process and beyond. This department plays a vital role in ensuring that our cutting-edge security solutions are effectively demonstrated, understood, and deployed to meet the specific needs of our customers. By combining in-depth technical knowledge with exceptional customer service, the team ensures seamless integration and operational success of our products.

Job Description

Mission

• Our mission is to support the sales team and our customers by delivering top-tier technical expertise and hands-on support. We aim to enhance customer satisfaction and drive sales growth through innovative solutions, detailed technical demonstrations, and proactive technical support in the field.

Key Responsibilities

• Technical Support for Sales: Provide the sales team with the technical knowledge and resources necessary to engage effectively with customers. This includes developing and delivering technical presentations, demonstrations, and proposals.
• Customer Engagement: Work closely with prospective and existing customers to understand their requirements and provide tailored technical solutions.
• Product Demonstrations: Conduct detailed product demonstrations to showcase the capabilities and benefits of Silent Sentinel’s security solutions.
• Proposal Development: Assist in creating comprehensive technical proposals that align with customer needs and highlight the value of our products.
• Training and Education: Develop and deliver training sessions for both customers and internal teams to ensure thorough understanding of product features and usage.
• On-Site Technical Support: Provide fly-away technical support by traveling to customer sites to diagnose and fix camera systems, ensuring successful installation, configuration, and operation of Silent Sentinel’s solutions.
• Feedback Loop: Act as a conduit between customers and the product development team, providing valuable feedback to drive continuous improvement of our solutions.
• Industry Awareness: Stay updated with the latest trends and developments in security technology to maintain a competitive edge and inform customers about emerging solutions.

Team Composition

• The Pre-Sales Engineering / Fly-Away Technical Support Department is composed of highly skilled professionals with diverse backgrounds in engineering, technical sales, field support, and customer service. Each team member brings a unique set of skills and experiences, fostering a collaborative environment that drives innovation and customer satisfaction.

Collaboration
The department works closely with several other key areas within Silent Sentinel, including:

• Sales Team: To understand customer needs and ensure technical solutions align with sales strategies.
• Product Development: To provide customer feedback and contribute to the continuous improvement of our products.
• Customer Support: To ensure a seamless transition from pre-sales to post-sales support and implementation.
• Marketing: To develop technical content and materials that effectively communicate the value of our solutions.

Goals and Objectives

• Enhance Sales Effectiveness: Provide the sales team with the tools and knowledge they need to close deals and grow customer relationships.
• Customer Satisfaction: Ensure that customers receive the best possible solutions and support, leading to high levels of satisfaction and retention.
• Seamless Deployments: Ensure successful installation and operation of our solutions through on-site technical support.
• Innovation: Continuously improve our pre-sales and support processes to stay ahead of industry trends and customer expectations.
• Growth: Support the company’s growth objectives by helping to secure new business and expand existing accounts.

Role Responsibilities:

• Manages pre-sale opportunities and implementation of the identified complex projects, comprising all stages of the projects starting from scope definition until final close of the project; involved in the entire Network Integration process
• Management of all aspects of technical solution, customer requirements, and expectations within the projects
• Defines directions and requirements to ensure timely implementation and quality of the technical solutions
• Provides engineering services for customers including commissioning and testing Motorola equipment in accordance with technical requirements, documentation and contract obligations, and system presentation for the internal/external customers
• Preparation of system bids, taking into account the customer's needs and the equipment available, as well as any modifications required in conjunction with the product group
• Works with operations as well as other internal and external developers of the networking products and systems to meet customer's delivery requirements and meet deadlines

Qualifications:

• Bachelor’s Degree in Information System Security, Computer Network Systems, or a related technical field
• 5+ years of experience in technical support, field service, and/or systems engineering
• Extensive experience in troubleshooting, diagnostics, and customer service across varied technology platforms
• Proficiency in camera systems, including installation, configuration, and diagnostics
• Strong understanding of networking and systems administration
• Experience with physical security systems and video analytics
• Expertise in Microsoft Operating Systems, Active Directory, and SQL Database Administration
• Proficiency in computer technical support, repair, and video data management
• Knowledge of networking standards and protocols
• Excellent communication and presentation skills, with the ability to explain complex technical concepts to non-technical audiences
• Strong problem-solving abilities and the capability to develop innovative solutions
• Ability to collaborate effectively with the sales team, customers, and product development teams
• Customer-focused approach with the ability to understand and address customer needs
• Project management skills, including managing multi-million-dollar inventories and vendor relationships
• Highly motivated and results-oriented
• Strong technical aptitude and a passion for continuous learning
• Ability to think outside the box and develop innovative solutions
• Excellent team-building and leadership skills
• Currently hold a DHS BI (Background Investigation) clearance
• Previously held US Government Secret and Top Secret SCI clearances
• Willingness to travel extensively to customer sites to diagnose and fix camera systems and provide on-site technical support
• Ability to work independently and as part of a team
• Demonstrated ability to support the sales team by providing technical expertise and solutions to prospective and existing customers
• Self-motivated learner with the ability to adapt to new technologies and industry trends
• Experience with Electro-Optical and Infrared camera systems, Digital encoders, LASAR, LRAD, Spot Lights, Digital I/O, GIS mapping, and Serial Device Communications preferred
• Knowledge of the defense sector and experience working with military end users preferred
• Strong organizational and inventory management skills preferred

Basic Requirements

• Bachelor’s Degree
• 5+ years of experience in technical support, field service, and/or systems engineering

Travel Requirements

Over 75%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email .