Professional Services Specialist - Dedicated Account - Dallas, TX

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

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.

Job Description

Our Professional Services Specialist will serve as the dedicated, on-site technical expert for one of our most strategic enterprise accounts in the Dallas Region. This critical role ensures the continuous operation, maintenance, and successful upgrade of the client's Video Security & Access Control (VS&A) infrastructure. The specialist must demonstrate advanced troubleshooting capabilities, exceptional customer satisfaction focus, and technical precision.

What will you get to do:

• Serve as the main point-of-contact for support related to Customer's Motorola Solutions Video and Access Control System.
• Assist in the development of internal documentation pertaining to system configuration, administration, and troubleshooting.
• Perform on-site configuration and maintenance of Avigilon Unity Video and Access Control systems following Motorola's best practices.
• Lead the planning and execution of large-scale system installs and upgrades across Customer's sites, including licensing validation, firmware and software updates.
• Set up, configure and test advanced analytics.
• Provide technical expertise regarding all video and access control system components.
• Troubleshoot technical issues to determine root causes, review logs, deploy fixes, and suggest preventative measures to improve overall processes.
• Run diagnostics using approved Motorola Solutions tools.
• Work with Customer staff to identify and resolve reported system incidents/problems.
• Respond to system outages and deficiencies including leading technical incident response and resolution with Motorola Solutions and Avigilon support teams.
• Diagnose, triage, gather logs, and coordinate with Motorola Solutions Technical Support, Motorola Solutions Engineering teams, and contractually agreed upon third-party vendors to resolve reported system incidents/problems.
• Conduct site audits and system certifications for Video Security and Access Control systems.
• Support the coordination and execution of annual preventative maintenance.
• Produce monthly metrics and system health reports. Document tested system deficiencies, corrective actions taken, and lifecycle/replacement recommendations.

Preferred Qualifications:

• 4+ years of relevant field experience in a Video Management System (VMS) and Access Control (ACM) environment.
• 4+ 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, OpenPath, 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(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.

Technical Proficiencies:

• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting.
• OS & Software: Installing, configuring, and troubleshooting various operating systems, software, and hardware.
• Diagnostics: Proficient at navigating and understanding both Wireshark and PowerShell (or equivalent tools).

Systems: Able to access and navigate Dell iDRAC and HP iLO OSs.

Target Base Salary Range: $105,000 - $110,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-JM3

#LI-REMOTE

Basic Requirements

Required Skills:

• High School diploma, Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or Technology required for this position.
• Must have one of the following Certifications such as, (but not limited to): CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.
• Must have 5+ years of experience to be considered for this position.

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 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 complete this Reasonable Accommodations Form so we can assist you.