motorola solutions service specialization handbook customer edition

MOTOROLA SOLUTIONS
SERVICE SPECIALIZATION
HANDBOOK
CUSTOMER EDITION
NORTH AMERICA
Dear Motorola Customer,
Motorola Solutions is committed to maintaining customer satisfaction and building long-term relationships with
our customers. We recognize that customer loyalty is built not only on the ability to provide solutions that solve
customer needs, but also on the ability to provide quality services.
With more than 350 channel partners providing services on our behalf in more than 650 locations across North
America, Motorola Solutions’ services presence is a key differentiator in the industry. In the effort to continually
improve the delivery of service, we have redefined and rebranded our service program, now known as the Motorola
Solutions PartnerEmpower Service Specialization. The Service Specialization demonstrates our commitment to:
• Unequaled, best-in-class customer service response for critical communication solutions networks
• Highly qualified and trained channel partners focused on service delivery
• F inancially stable and committed channel partners able to provide more readily deployable resources
The following pages outline the two levels of the Service Specialization and how Service Specialists and
Service Elite Specialists can meet your needs.
We hope you find this handbook useful in understanding the Service Specialization. Motorola recognizes that
you must make decisions to keep your critical communications systems in optimal condition, and we believe
the PartnerEmpower Service Specialization supports that fundamental objective.
Regards,
Guy Laurie
Global Services Operations Director
SERVICE SPECIALZATION HANDBOOK
CUSTOMER EDITION
PURPOSE
CUSTOMER BENEFITS
Through the PartnerEmpower Service Specialization,
Motorola Solutions is delivering the quality service
and enhanced customer support critical to every
customer relationship. This overview of the Service
Specialization is designed to help you understand the
business requirements, qualifications and capabilities
of Service Specialists and Service Elite Specialists.
These channel partners offer a range of services
focused on design and planning, deploying, supporting,
enhancing, managing and securing customer solutions.
The Service Specialization is designed to help you
establish and strengthen relationships with industryleading companies with a focus on effective service
delivery. We hope to provide you with greater
confidence about your Motorola Solutions technology
investment through:
OBJECTIVES
Motorola has established the following objectives
in the development of the PartnerEmpower Service
Specialization:
• Continually improve the quality of service delivery
• Recognize and reward channel partners
that continuously invest in their abilities
to provide quality service to our customers
•U
nequaled customer service response
for critical communication networks
• Highly-qualified, dedicated and financially
stable service delivery partners dedicated
to your satisfaction
Both Service Specialists and Service Elite Specialists
must meet the following requirements, designed to
drive key service behaviors and performance critical
to your confidence in Motorola:
•C
alibration of equipment – Test equipment used
by Service Specialists and Service Elite Specialists
must be calibrated on a regular basis in accordance
with manufacturer recommendations.
• I nformation Security Policy – Service Specialists
and Service Elite Specialists must have a robust
policy to secure the information assets of its
company, all other companies it does business
with and all customers of its business. This policy
must ensure that the channel partner’s technical
resources are properly protected, that the integrity
and privacy of confidential information is maintained,
that information resources are available when
they are needed and that users of these resources
understand their responsibilities.
• Technician and installer certification –
Technicians and installers must meet minimum
certification requirements.
• Insurance / environmental health & safety
Policy – All Service Specialists and Service
Elite Specialists must meet environmental, health
and safety standards and must maintain standard
business and liability insurance.
• C ontract-specific benefit criteria – When a
Service Specialist or Elite Specialist provides
services contracted by Motorola as part of a specific
contract or series of contracts, the benefits of
associated technical training, technical manuals
and technical call center support will be provided
for those products or series of products supported
by such contract.
You should contact your local Customer Support Manager
to discuss any additional program details not covered
in this handbook.
SERVICE SPECIALZATION HANDBOOK
CUSTOMER EDITION
SERVICE PARTNER LEVELS
SERVICE ELITE SPECIALIST
Service Elite Specialist is the highest level of relationship
for companies providing services for the Motorola
radio product portfolio. Channel partners that attain
this level have demonstrated consistent capabilities in
service delivery performance and personnel expertise.
Requirements of Service Elite Specialists:
• At least 4 technicians on staff holding advanced
certification and electronics engineering degrees
• C ompletion of Motorola Solutions training by
at least two technicians in the technologies
they are supporting
• On-staff project management expertise
• C ommunications Site Installer (R56) certification
by at least two technicians
• C ertified Service Center (CSC) accreditation
(learn more on the following page)
SERVICE SPECIALIST
The Service Specialist designation recognizes channel
partners that provide services for the Motorola radio
product portfolio. Requirements of Service Specialists:
• At least 2 technicians on staff with specified
certification or electronics engineering degrees
• C ompletion of Motorola Solutions training by
at least one technician in the technologies
they are supporting
• C ommunications Site Installer (R56) certification
by at least two technicians
WARRANTY REPAIRS
Warranty repairs per the defined terms and conditions
established in the Motorola Warranty Guidelines
are provided by approved Motorola Solutions radio
dealers. These dealers (formerly known as Motorola
Warranty Repair Centers) have met Motorola Solutions
requirements for offering warranty services.
SERVICE SPECIALZATION HANDBOOK
CUSTOMER EDITION
CERTIFICATION REQUIREMENTS
INSTALLERS
Today’s customers demand certified and qualified
installers and technicians to maintain systems and
networks. With the advances in the new system
technologies, this need has come to the forefront.
As such, certification is a key part of the requirements
for companies in the Service Specialization.
Subscriber units including but not limited to:
General technician and installer certifications for Service
Specialists and Elite Specialists are obtained through
Electronics Technicians Association International (ETA-I).
ETA-I is a third-party, independent certifying body
recognized by the electronics industry as a leader
in certification.
A service installer is a full-time employee who performs
field installations of electronic equipment or systems. A
service installer may install any or all of the following:
• Mobile units
Infrastructure systems including but not limited to:
Subscriber units including but not limited to:
• Trunking systems
• Data systems
• Dispatch consoles
• Computer equipment
• Base stations
• Repeater systems
• Microwave systems
• Antenna networks
• Environmental systems
• Bi-Directional RF amplification systems
• Wired/Wireless Local Area Networks (LANs)
• Video systems
• Integrated Command and Control (ICC) systems
• Portable handheld radios
• Mobile radios
CERTIFIED SERVICE CENTER STATUS
TECHNICIANS
A service technician is someone who tests, troubleshoots,
repairs and modifies electronic equipment or systems.
A service technician will service and repair any or all
of the following:
Infrastructure systems including but not limited to:
• Trunking systems
• Repeater systems
• Microwave systems
• Data systems
• Antenna networks
• Dispatch consoles
• Environmental systems
• Computer equipment
• Bi-Directional RF amplification systems
• Base stations
• Wired/Wireless Local Area Networks (LANs)
• Video systems
• Integrated Command and Control (ICC) systems
A third-party offering, Certified Service Center (CSC)
status is designed to help customers find quality service
centers and to set a standard of professionalism for
service centers.
All service locations of our Service Elite Specialists are
required to attain status as a Certified Service Center.
This helps differentiate our service channel partners in
the marketplace and demonstrates that quality customer
service and satisfaction are of paramount importance.
To attain Certified Service Center status, a service center
must comply with specified requirements including
maintaining an adequate repair facility, a service
manager with Certified Service Manager accreditation
and Motorola-specified insurance coverage. These
requirements have been determined by representatives
of all facets of the service industry.
CSC status is obtained through independent certifying
bodies composed of several electronics associations
designated by the CSC organization, including ETA-I.
To learn more, visit www.c-csc.org.
Motorola Solutions, Inc.
1301 East Algonquin Road Schaumburg, Illinois 60196, U.S.A.
800-367-2346 motorolasolutions.com
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and are used under license. All other trademarks are the property of their respective owners. © 2014 Motorola Solutions, Inc. All rights reserved.