Field Engineer (Customer Service)

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 Motorola Solutions Services team is seeking a highly experienced Senior Service Engineer to provide technical leadership and advanced support for our deployed solutions. This role is key to ensuring the reliability, performance, and successful lifecycle management of mission-critical systems.

You will be expected to independently lead and manage the design, implementation, and maintenance of complex service and support solutions for our customer networks, and mentor junior team members.

Job Description

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.

Occasional out-of-hours support and travel may be required

Basic Requirements

Proven track record of 5+ years of relevant field service and system integration experience, with deep expertise in the following areas:

Domain Expertise: 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: Land Mobile Radio System, Cybersecurity process, and operations within Network/Security Operations Center (NOC/SOC) environments. Having knowledge on Vulnerability Management, Products such Cyberark PAM, Carbon Black EDR, IBM Guardium, Treliix Software suites, Tripwire, Cisco ISE and Forescout NAC will be preferred

Service Management: Demonstrated expertise in Customer Support, Maintenance, and Life Cycle Management and to respond promptly to customer requests.

Professional Certification: ITIL v4 certification is highly preferred.

Leadership and Communication: Proven strong interpersonal, collaborative, and team leadership skills, with the ability to coordinate across various groups and functional teams.

Communication Skills: 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.

Problem-Solving: Advanced problem-solving and critical thinking skills, with the ability to lead resolution efforts for major incidents.

Travel Requirements None

Relocation Provided None

Position Type Experienced

Referral Payment Plan No

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.