[Hiring] Technical Service Manager @Motorola Solutions

Role Description

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.

Qualifications

• Bachelor's 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.

Requirements

• 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 Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

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!