Professional Services Specialist

Department Overview

This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration, and a customer-first mentality.

Job Description

Our 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 someone who is passionate about our products, can understand the needs of our customers, and can come up with creative solutions by thinking outside the box.

What will you get to do

• 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
• Network config/setup
• Site Audits
• 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.

Education / Experience

• 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, but not limited to: 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, 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.

Essential Skills

• 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.

Technical Proficiencies

• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting.
• Installing, configuring, and troubleshooting various operating systems, software, and hardware.
• Proficient at navigating and understanding both Wireshark and Powershell or equivalent tools. Able to access and navigate Dell IDRAC and HP ILO OSs.

Additional Expectations

• Flexible working hours and shifts.
• Over 50% traveling to be expected.
• Must have a current, valid driver's license.
• Must have a valid Passport and be able to travel between Saudi Arabia, UAE, Qatar, and Bahrain.
• Proficiency in English is required, fluency in Arabic is a plus.
• Strong communication skills are required to collaborate effectively with our North America team. The role requires flexibility to work later hours to accommodate time zone differences.

This position is a hybrid position; however, candidates should be located in the UAE / Gulf Standard Time Zone.

Basic Requirements

• 4-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate.
• OR minimum 7 years of relevant experience, additional prior vocational or technical education.

Travel Requirements Over 50%
Relocation Provided None
Position Type Experienced
Referral Payment Plan No

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