Manager, Technical Services & Customer Support

Motorola Solutions•Washington, NV

4d•$95,000 - $105,000

About The Position

Motorola Solutions is seeking a high-performing technical services manager to lead post-sales technical services for Exacom, a Motorola Solutions company. The role manages Field Engineers responsible for installing, deploying, and maintaining Exacom Hindsight 4, a mission-critical recording solution used by public safety and other critical organizations. The manager ensures reliable service, compliance with strict SLAs, successful on-site deployments, and strong customer support for emergency communications agencies. The role includes leading and developing the Field Engineering team, overseeing deployment planning and execution, coordinating with project managers and customer stakeholders, improving support processes, and managing escalations. The position supports systems whose emergency communications operations run 24/7, so participation in an escalation rotation and occasional travel to customer sites are required. Travel is described as up to 20–30% in the working conditions and 25–50% in the travel requirements. Candidates must be eligible for required government-customer background clearance and have indefinite U.S. work authorization; employer work permit sponsorship is unavailable.

Requirements

At least 5 years of progressive technical management experience leading technical support and/or field deployment teams.
Proven experience managing multidisciplinary technical teams working remotely and on site.
Deep understanding of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies.
Hands-on knowledge of Windows Server environments, networking protocols and equipment including routers, switches, firewalls, and VLANs, and SQL databases.
Superior verbal and written communication skills for technical teams, executive management, and municipal clients.
Strong project coordination and organizational skills, including managing competing priorities across support and field operations.
Ability to maintain composure and drive resolution during high-stakes outages.
Ability to obtain background clearance as required by government customers.
Indefinite legal authorization to work in the U.S.; employer work permit sponsorship is not available.
Ability to travel to customer sites as required and participate in an escalation rotation.

Nice To Haves

Experience in public safety, mission-critical environments, telecommunications, or NG911 systems.
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, or Eventide.
Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.
ITIL Foundation, PMP, Network+, Security+, or ENP (Emergency Number Professional) certification.

Responsibilities

Direct, mentor, and evaluate Field Engineers; conduct regular one-on-ones, performance reviews, resource scheduling, and technical coaching.
Establish KPIs for response times, resolution rates, project delivery schedules, and customer satisfaction.
Foster a collaborative team culture suited to the high-stakes, 24/7 nature of public safety operations.
Plan, schedule, and oversee on-site hardware and software installations, upgrades, and system cutovers.
Coordinate with project managers and client IT and dispatch directors on deployment timelines and site readiness.
Ensure Field Engineers follow installation protocols, site acceptance testing procedures, and security compliance standards.
Serve as the technical point of contact during critical system commissioning and go-live events.
Manage the project backlog so the Field Service Team closes projects and generates revenue in a timely manner.
Improve support workflows, deployment checklists, and internal knowledge base documentation.
Build relationships with stakeholders across PSAPs, police departments, and emergency communication centers.
Manage customer escalations with empathy, calm leadership, and clear communication.
Participate in an escalation rotation and travel to field sites as necessary.