Repair Support Agent (3 open roles)

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

Our Team is a vital component of the customer experience, directly executing the operational framework that keeps businesses and agencies running smoothly. As a core part of the CMSO organization, we are dedicated to ensure that critical communications devices, networks, and safety hardware are swiftly processed, repaired, and returned to the front lines. We provide the essential administrative and logistical support required to connect those in need with the technology they depend on.

Job Description

We believe that everything starts with our people. In this hybrid role, you will act as a foundational partner to our customers, utilizing a people-first culture to handle critical post-sale milestones with speed and confidence. As a Repair Support Agent , you are more than a point of contact; you are a proactive problem-solver who bridges the gap between field users and our internal depot operations. If you are a collaborative communicator looking to maximize your potential and make a real-world impact on global safety ecosystems, this is your opportunity to thrive.

Key Responsibilities

Customer Interaction & Advocacy

• Respond to customer inquiries with clarity, addressing follow-up requests regarding orders, shipment tracking, and returned goods across phone, chat, and email channels

• Oversee the intake of customer concerns, capturing feedback accurately and forwarding targeted issues to appropriate technical or manufacturing departments

• Maintain consistent engagement with customers and partners, translating complex logistical updates into simple, actionable information
  

Operational Tracking & Collaboration

• Work closely with technical support, order management, depot operations, and sales support teams to track end-to-end device journeys

• Formulate and analyze case logs within internal databases, creating and managing documentation from initial contact to resolution

• Observe product issue trends and escalate persistent anomalies to specialized engineers to help accelerate structural resolution timelines
  

Process Optimization & Documentation

• Author clear internal and external non-technical documentation to support workflow efficiency and team cross-training

• Participate in continuous improvement initiatives, contributing unique perspectives to help streamline RMA and depot management guidelines

• Execute high-volume data entry and utilize specialized system tools dynamically in a fast-paced call center environment

#LI-DR2

Basic Requirements

• High School Diploma or equivalent
• Excellent written and verbal English communication skills
• 1 year of work experience. Previous call center or technical support experience is preferred
• Candidates MUST reside in Reynosa or Rio Bravo with availability to work 100% onsite for the first 3 months (Our site is in Ave. Industrial del Norte Esq. Ave Industrial Rio Bravo, Suite Parque Industrial del Norte Reynosa). After, availability to work hybrid is required, 3 days from our site.

Additional skills:

• Strong problem-solving skills
• Understanding of and drive for continuous improvement, including process creation and documentation
• Strong interpersonal and soft skills
• Ability to work with people in various positions across the business
• Demonstrated leadership potential and desire with a proactive and adaptive mindset
• Demonstrated ability to effectively multi-task and prioritize tasks
• Demonstrated leadership skills consistent with MSI Core Values

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.