Manager Field Service Team

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

The Malaysia Operations Manager is a key leadership role responsible for directing field engineering operations, network deployment, and service delivery across Malaysia. Based out of Penang or Kuala Lumpur, this role oversees team utilization, operational governance, and customer service SLA performance for mission-critical communications infrastructure (including ASTRO, DIMETRA, WAVE, and private LTE/5G systems)

Job Description

• Team Leadership & Operational  Management:
  • Demonstrated ability to lead, mentor, and manage a team of field engineers across distributed operational bases  
  • Direct daily field operations, preventive/corrective maintenance (PM/CM ticket resolution via ServiceNow/MOSS), and site emergency responses.
  • Ensure operational targets are met, maintaining strict network uptime, zero-defect SLA compliance, and high resource utilization (85%).
  • Manage site acceptance, equipment staging, and field deployment schedules across customer sites.
  • Manage the resource calendar to ensure all Maintenance Agreement (MA) deliverables are fulfilled.
  • Coordinate with the Local Customer Success Manager (CSM) for all activities related to Request for Information (RFI), Request for Proposal (RFP), and Request for Quotation (RFQ) processes.
• Contract & Stakeholder Alignment:
  • Partner with Customer Success Managers (CSMs) and regional sales leadership to support key customer contracts (e.g., public safety, transport, and energy sectors).
  • Hold regular operational review meetings with key contractors, vendors, and licensing bodies.
  • Respond to customer problems directly or through the internal customer interface.
• Lifecycle Management (LCM) & Service Growth Support:

• • Educate and engage customers/partners on service portfolio enhancements, lifecycle management (LCM), and transition from legacy support models to comprehensive managed services.
  • Build strong, trustworthy relationships with end-user representatives to identify operational needs and support new service expansion opportunities.

Basic Requirements

• Education & Experience:
  • Bachelor’s Degree in Electrical, Electronic, Telecommunications Engineering, or a related technical field.
  • Minimum of 5+ years of progressive leadership and hands-on experience in field service management, telecommunications, or mission-critical communication networks.
• Technical Knowledge & Systems:
  • 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.
  • Problem-Solving: Advanced problem-solving and critical thinking skills, with the ability to lead resolution efforts for major incidents.

Travel Requirements

Under 10%

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.