Customer Service Operation Engineer

PT Motorola Solutions Indonesia; Jakarta Pusat; Hybrid; IDR 380,000,000 - 540,000,000; Full time

Job summary

PT Motorola Solutions Indonesia is seeking an experienced field service engineer to deliver expert-level, on-site and remote support for complex deployed systems. You will collaborate with customers, internal teams, and vendors, lead incident response, and drive root cause analysis with preventative actions.

You will design value-added services, optimize processes, and explore automation using scripting and data analytics.

Qualifications

• 5+ years in field service and system integration.
• Deep expertise in Public Safety, Data Analytics, LMR/LMR tech and 5G/Cybersecurity.
• Experience with LMR systems and GSM/LTE/5G tech.
• ItIL v4 certification is highly preferred.
• Strong leadership, collaboration, and cross-team coordination.
• Excellent written and verbal communication; able to present to technical and non-technical audiences.
• Advanced problem-solving for major incidents.

Responsibilities

• Provide expert-level, on-site and remote support for deployed systems.
• Lead advanced incident response and perform RCA.
• Design value-added services, process optimization, and automation using scripting and data analytics.
• Act as primary technical interface and trusted advisor to customers.
• Lead small projects related to upgrades, maintenance, and solution improvements.
• Occasional out-of-hours support and on-site travel.

Skills

Field service experience

Root cause analysis

Incident response

Technical leadership

Communication

Project leadership

Scripting & automation mindset

Customer collaboration

Education

ITIL v4 certification

Bachelor's degree in related field

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 on-site customer 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.

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. Customer communication and engagement is key crucial.

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