Technical Service Manager

At Motorola Solutions we believe that everything starts with our people. Were 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 thats 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.

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team in delivering mission-critical communication solutions. This role centers on driving high-efficiency escalation management operational speed and service delivery across complex public safety environments. Combining deep technical authority with project management expertise the TSM will optimize issue-resolution workflows eliminate resolution bottlenecks and enforce strict SLA compliance to ensure continuous operational readiness for our clients.

This is a fully remote position with up to 50% travel to customer sites across North America. Preference for candidates based in Eastern/Central locations.

Job Responsibilities:

Team Leadership & Account Management

• Lead mentor and develop technical service engineers building a high-performance customer-centric culture focused on execution speed and accuracy.

• Manage critical customer relationships during high-pressure outages and major incidents maintaining proactive transparent communications.

• Oversee the day-to-day operations of the technical service department including incident management problem resolution and service request fulfillment.

Escalation Management & Rapid Resolution Efficiency

• Act as a primary point of escalation for complex technical issues collaborating with engineering and product teams for resolution.

• Establish streamlined escalation paths clear response protocols and rapid triage workflows to dramatically reduce Mean Time to Resolution (MTTR).

• Identify training needs for the technical service team and develop appropriate training programs.

Workflow Optimization & Continuous Improvement

• Apply project management principles and process improvement methodologies to audit refine and modernize technical support workflows.

• Identify operational bottlenecks and implement lean standardized service delivery frameworks that maximize resource efficiency.

• Develop and implement service delivery processes and best practices to optimize efficiency and effectiveness.

• Contribute to the continuous improvement of products and services by providing valuable customer feedback to service teams.

SLA Governance & Performance Metrics

• Monitor performance metrics (KPIs) and Service Level Agreements (SLAs) continuously optimizing execution pathways to meet or exceed targets.

• Ensure full compliance with company policies operational procedures and relevant industry regulations.

• Generate high-level analytical reports for senior management on service performance customer satisfaction and escalation efficiency.

• Prepare and present regular reports on service performance and customer satisfaction to senior management.

Preferred Qualifications:

• Bachelors degree in Computer Science Information Technology or a related technical field.

• Certifications: Project Management Professional (PMP) Lean Six Sigma ITIL or equivalent process/project management certifications highly preferred.

• Strong understanding of IT service management (ITSM) principles and frameworks.

• 7 years of experience in technical support field service or a related customer-facing technical role with at least 3 years in a leadership or management position.

• Experience with mission-critical communication systems (e.g. CAD/RMS) two-way radio technologies (e.g. LMR TETRA P25) or public safety solutions.

• Proven ability to manage high-stakes time-sensitive incident escalations while maintaining operational rigor.

• Advanced proficiency with modern CRM platforms Enterprise Service Management (ESM) systems and workflow automation tools.

• Willingness to frequently travel to customer sites or other company locations.

Target Base Salary Range: $90000 USD - $130000 USD

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

#LI-BA1

#LI-REMOTE

• High School Diploma

• 3 years of Technical Project Management experience.

• 3 years of Public Safety Defense Military or other mission-critical industry experience.

• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by contract(s).

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

This position is subject to working in high security areas governed by the US Department of Justices Criminal Justice Information Services (CJIS) Security Policy and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Our :

• Incentive Bonus Plans

• Medical Dental Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & Family Leave

• and more!

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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete thisReasonable Accommodations Formso we can assist you.