Customer Service Operation Engineer (Field Engineer)

About This Role

This engineering role involves providing expert-level on-site and remote support for complex deployed systems, focusing on mission-critical solutions and collaborating with various teams and customers. The position suits a highly experienced senior field engineer who can lead technical efforts, manage projects, and mentor junior team members.

Responsibilities

• Provide expert-level, full-time on-site and remote support for complex deployed systems, collaborating directly with customers, internal teams, and vendors
• Lead advanced incident response, drive complex root cause analysis (RCA), and implement preventative measures
• Design and implement value-added services, process optimization, and automation solutions utilizing scripting, data analytics, and industry best practices
• Act as the primary technical interface and trusted advisor to customers, advocating for their needs and driving high-priority issue resolution
• Lead small-scale projects or technical work streams related to system upgrades, maintenance, and solution improvements
• Provide occasional out-of-hours support and on-site customer travel as required

Requirements

• Proven track record of 5+ years of relevant field service and system integration experience
• Deep expertise in Public Safety and Mission Critical operations, advanced Data Analytics, deep knowledge of Tetra/other Land Mobile Radio (LMR) Systems or advanced GSM/LTE/5G technologies & Cybersecurity Products & principles
• Technical skills in Land Mobile Radio System, Cybersecurity process, and operations within Network/Security Operations Center (NOC/SOC) environments
• Demonstrated expertise in Customer Support, Maintenance, and Life Cycle Management and to respond promptly to customer requests
• Strong interpersonal, collaborative, and team leadership skills, with the ability to coordinate across various groups and functional teams
• Excellent written and verbal communication, listening, negotiation, and presentation skills, with proven ability to present complex technical information to both technical and non-technical audiences
• Advanced problem-solving and critical thinking skills, with the ability to lead resolution efforts for major incidents

Nice to have:

• ITIL v4 certification

Important Details

• Travel: 10-25%

About the Company

At Motorola Solutions, we help keep people safer everywhere. The company builds and connects technologies to help protect people, property, and places, fostering collaboration critical for safer communities, schools, hospitals, businesses, and nations.