Field Service Representative (Silvus Technologies)

Job description

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 Silvus Technologies is dedicated to one mission: connecting those who keep us safe. We do so by delivering the most advanced Mobile Ad-hoc Network (MANET) radios powered by our custom and ever evolving Mobile-Networked MIMO waveform. Together, our radios and waveform provide vital communications for mission-critical applications in the harshest environments from underground tunnels to high-altitude balloons. Silvus StreamCaster™ radios are being rapidly adopted by customers all over the world ranging from the U.S. and Allied Nations Departments of Defense to International, Federal, State, and Local Law Enforcement agencies, all the way to the Superbowl, Grammys, and industry-leading drone, robot, and unmanned systems manufacturers. Would you like to join an incredibly talented group of people, doing very challenging work, with the prime directive of “Keeping Our Heroes Connected”? Silvus’ rapid growth is fueled by a focus on research and innovation and a team of the most passionate, skilled, and creative thinking individuals. If you are looking for a challenging experience, you owe it to yourself to learn how Silvus can be the next chapter of your career. Job Description Silvus is seeking an International Field Service Representative (IFSR) to serve as a senior-level technical advisor to customers and internal stakeholders. This position plays a strategic role in providing pre-sales and post-sales support, influencing product direction, and delivering advanced technical solutions. The IFSR role exercises independent judgment and discretion in adapting our multi-antenna MIMO radio and mesh networking systems to meet complex customer requirements, as well as in the diagnosis and resolution of complex field issues. They operate autonomously in dynamic environments, balancing multiple customer engagements, travel schedules, and mission requirements with minimal supervision. The IFSR represents Silvus professionally in the field, embodying the company’s technical leadership and commitment to customer success across all market sectors. This position reports to the Director of Sales Engineering and operates autonomously in the field, collaborating closely with Engineering, Sales, and Product Management. While this position is 100% remote, candidates must be based in Colombia or Mexico to be eligible. Final title and compensation for IFSR I-III depend on the candidate's experience and skill level. The following is a list of at least some of the current essential job functions of the position. Management may assign or reassign duties and responsibilities at any time at its discretion. ROLE AND RESPONSIBILITIES Act as a technical subject matter expert and advisor for advanced wireless communication systems, working closely with customers to assess needs and deliver customized solutions. Design and deliver technical demonstrations and system evaluations, modifying configurations to address specific operational challenges. Collaborate with Engineering and Product Management teams to provide field-driven input into product design, enhancements, and troubleshooting strategies. Independently conduct on-site and remote technical support, including field system diagnostics, network configuration, and optimization. Lead product demonstrations, evaluations, and long-duration user trials, representing Silvus as a trust technical advisor and proactively identifying integration opportunities and performance improvements. Exercise independent judgment in diagnosing and resolving complex field issues, coordinating with Engineering, Product, and Sales teams to develop corrective actions and strategic recommendations. Operate autonomously in dynamic environments, balancing multiple customer engagements, travel schedules, and mission requirements with minimal supervision. Provide technical training to end users, tailoring materials and delivery methods to customer skill levels and mission requirements. Utilize advanced problem-solving skills to identify, analyze, and resolve field failures and performance issues. Lead customer engagement and influence technical decision-making through deep product expertise and communication of competitive advantages. Document field observations and prepare recommendations that influence product roadmaps and internal support processes. Contribute to the development of our internal best practices and process improvements for customer support and deployment success. Perform other related duties of which the above are representative. Travel up to 75% of the time and work on-site at the customer's location. #LI-DR2 Basic Requirements Completion of secondary education (such as GCSEs or an equivalent national qualification; high school diploma or GED) is required. A degree in a technical field is preferred. Minimum 1-3 years’ experience supporting communications, radios, or data networks in a DoD, Military, or Law Enforcement environment with a minimum of 1-3 years of experience as an Field Service Representative (FSR) or equivalent in a customer-facing technical role. (Years of experience determine FSR level placement), Strong knowledge of TCP/IP protocols, network architecture, and radio frequency systems. Ability to work independently with minimal supervision and manage multiple customer engagements simultaneously. Exceptional written and verbal communication skills. Upper-Intermediate proficiency in English (speaking, reading and writing) is required. Fluency in Spanish (reading and writing). Excellent organizational skills and attention to detail. Must be based in Colombia or Mexico. Willingness to travel to potential conflict areas in support of radios. ​ ​ PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES Experience with radio frequency test equipment (spectrum analyzers, signal generators). Minimum of 3 years of support with DoD tactical communications, radios, or mesh networking. Familiarity with Linux environments, scripting, or C/C++ programming. Previous military experience in a communications or technical role. Travel Requirements 50-75% 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.