Customer Onboarding Specialist II

Motorola Solutions

Schaumburg, IL

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview
The role of the Customer Onboarding team is to facilitate timely completion of support system provisioning and contract approval globally for new customers, service upgrades, customer site adds, and service renewals.
Onboarding is performed via Service Transition for Essential, Advanced, and Premier Service customers. Customers currently receiving support from our team include those supported by SSC, MSNOC (Schaumburg), SPSS, Latin America (Chile NOC), APNOC (Penang), Australia, and EMEA.

Job Description

The On Boarding Specialist II interfaces with field and Asset Configuration teams to finalize Service On Boarding Requests – New Service, Site Adds, Upgrades, and service Changes. This role will verify and provision customer data in support systems for the processing and notification on incidents related to monitored customer network components. Each team member is responsible for case management of the on boarding cases they own.

Specific Responsibilities of On Boarding Specialist II

  • Update cases owned every 7 days
  • Provision customer data in MyView portal.
  • Compare customer configuration data in live systems with contractual documents and Customer Service Plans to ensure they are in sync.
  • Interact with the field to resolve issues related to On Boarding projects
  • Monitor GEMS notifications generated by SLC and react accordingly to meet on boarding goals.
  • Create and archive required documents utilized in support system provisioning.
  • Provision support systems (Remedy) with verified customer data.
  • Coordinate with North American Service Support organization to approve customer contracts to effect revenue realization as scheduled.
  • Escalate issues as required to overcome process delays.
  • Answer incoming MERX calls to the On Boarding intake 800 number.
  • Coordinate On Boarding process through phases 2 -5, working with the field and the Service Transition Asset Configuration Team.
  • Proficiency with and understanding of computer databases and ticketing systems, specifically Oracle and Remedy.

Physical Requirements

  • On Boarding Specialist II job requirements do not include any heavy physical lifting.
  • The job does require maintaining a stationary position (seated or standing, as the employee prefers) for the majority of the work day.
  • Extensive computer usage, reading and entering data from monitor.



Basic Requirements
  • Minimum of a high school diploma and 2+ years of experience in Telecommunications or Project Management
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 9 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 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.