Emergency Call Handling Technical Trainer
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department OverviewThe Software Enterprise Deployment and Integration team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Emergency Call Handling, 911 Equipment, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.
The Emergency Call Handling (ECH) Technical Trainer will report to the ECH Technical Training Manager and will be responsible for end-user training. The Technical Trainer is ultimately accountable for the 911 call dispatchers, supervisors, and administrator training delivered via on-site engagements and remote video sessions. The Technical Trainer will also perform the role of a cutover coach providing expertise and support to Go-Live activities.
The Technical Trainer may also provide consultation to both internal and external customers on complex projects being deployed in the field.
Primary responsibility includes customer end-user training as it relates to Agent/Operator and Administrator procedures on ECH products (call processing, data reporting, and/or mapping products).
Travel, as required, to provide training support on-site at customer locations. Travel may be 75%+.
Provide classroom preparation needed to conduct training.
Attend project planning meetings when requested.
Provide technical product support to customers and Company employees when required.
Assist in the development of course curriculum on new products and updates to the training material as needed to support existing product improvements.
Preferred Knowledge / Skills:
Experience working in a Public Safety Answering Point (PSAP) as an Administrator/Call Taker/Agent or as a PSAP Director is highly desirable.
Being familiar with Context/Contact Manager and Automatic Call Distribution (ACD) is desirable.
Experience with telephony and/or telecommunications equipment is desirable.
Experience with Server Databases; specifically Microsoft SQL is desirable
Technical knowledge of 911 systems, networks, and peripheral equipment is desirable.
Proficient technical knowledge of computer hardware and related peripheral equipment.
Proficient technical PC skills with windows-based software and networks.
Understanding of workstation and server file structures and the ability to navigate them comfortably
Excellent communication skills, both verbal and written.
Ability to work independently, as well as with others.
Excellent presentation skills.
BA/BS in Computer Science, Electrical Engineering, Information Systems or related or equivalent combination of education or related experience is desirable.
Minimum of 2 years of technical training or teaching experience or equivalent.
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.
Travel RequirementsOver 75%
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.