[Hiring] Technical Field Services Manager @Motorola Solutions

Role Description

We are seeking a high-performing Technical Field Services Manager to lead our post-sales technical services teams. In this role, you will manage our team of Field Engineers responsible for the installation, deployment, and maintenance of our flagship product, Exacom Hindsight 4 .

Because our solutions record mission-critical audio for emergency communications (911 dispatch, police radio, and public safety answering points), reliability is paramount. You will ensure our teams maintain strict Service Level Agreements (SLAs), execute seamless on-site installations, and deliver outstanding service to public safety agencies.

Key Responsibilities

• Team Leadership & People Management:
  • Direct, mentor, and evaluate a dual-function team consisting of Field Engineers.
  • Conduct regular 1-on-1s, performance reviews, resource scheduling, and ongoing technical coaching.
  • Establish clear KPIs for response times, resolution rates, project delivery schedules, and customer satisfaction.
  • Foster a collaborative team culture that understands the high-stakes, 24/7 nature of public safety operations.
• Field Engineering & Deployment Oversight:
  • Direct the planning, scheduling, and execution of on-site hardware and software installations, upgrades, and system cutovers.
  • Work closely with project managers and client IT/dispatch directors to align deployment timelines and site readiness.
  • Ensure Field Engineers adhere to standardized installation protocols, site acceptance testing (SAT), and security compliance standards.
  • Act as the technical point of contact during critical system commissioning and go-live events.
  • Manage backlog of projects to ensure the Field Service Team is closing projects and generating revenue in a timely manner.
• Process Improvement & Customer Relations:
  • Refine support workflows, deployment checklists, and internal knowledge base documentation.
  • Build strong relationships with key stakeholders across PSAPs, police departments, and emergency communication centers.
  • Manage customer escalations with empathy, calm leadership, and clear communication.

Qualifications

• Experience: 5+ years of progressive technical management experience leading technical support and/or field deployment teams.
• Prior experience in public safety, mission-critical environments, telecommunications, or NG911 systems is strongly preferred.
• Proven track record of managing multi-disciplinary technical teams (remote and on-site).

Requirements

• Technical Skills:
  • Deep understanding of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies.
  • Hands-on knowledge of Windows Server environments, networking protocols (routers, switches, firewalls, VLANs), and SQL databases.
  • Familiarity with computer telephony integration (CTI) and dispatch console architecture.
  • Direct experience with Exacom Hindsight 4 (or similar multi-channel logging solutions such as NICE, Verint, Eventide) is a major plus.
• Soft Skills & Core Competencies:
  • Leadership Under Pressure: Exceptional ability to maintain composure and drive resolution during high-stakes outages.
  • Communication: Superior verbal and written communication skills suitable for technical teams, executive management, and municipal clients.
  • Organization: Strong project coordination skills with the ability to manage competing priorities across support and field operations.

Preferred Certifications & Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.
• Certifications: ITIL Foundation, PMP, Network+, Security+, or ENP (Emergency Number Professional) are highly desirable.

Working Conditions & Physical Demands

• Travel: Up to 20–30% travel required to support major field installations or critical customer sites.
• Ability to pass background checks required for working with law enforcement and emergency services infrastructure (e.g., CJIS compliance).
• Emergency communication support runs 24/7. This position requires participation in an escalation rotation and occasional travel to field sites as necessary.

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & 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.