Professional Services Manager II

Axon•Scottsdale, AZ

13d•$78,525 - $125,640•Remote

About The Position

The Professional Services Manager – Field Services is a customer-facing technical deployment expert who implements, configures, validates, troubleshoots, and supports Axon public safety technology in the field. The role combines hands-on technical work, field installation, project ownership, troubleshooting, and customer enablement. The manager owns deployments from pre-installation planning and site-readiness review through installation, configuration, commissioning, customer training, documentation, and successful handoff. Field Services assignments may involve Axon Fleet, Vehicle Intelligence and Automated License Plate Recognition (ALPR), Interview Room, and other supported Axon technologies. The role works directly with public safety agencies, agency IT teams, command staff, technical stakeholders, third-party installation partners, and Axon teams. It is remote within the United States and requires 80–100% travel.

Requirements

At least 3 years of hands-on technical deployment, implementation, field service, professional services, systems integration, or comparable experience.
Strong knowledge of TCP/IP networking and network troubleshooting.
Experience deploying and troubleshooting technology in IP-based network environments.
Working knowledge of LAN, WAN, VPN, VLAN, DHCP, DNS, switching, routing, wireless, and cellular communications.
Hands-on experience installing, configuring, supporting, or troubleshooting network-connected hardware and software.
Working knowledge of Windows operating systems and applications.
Strong troubleshooting and root-cause-analysis skills across hardware, software, networking, and infrastructure.
Demonstrated experience working directly with customers in technical environments.
Ability to independently own technical projects from preparation through completion.
Ability to read and follow technical documentation, diagrams, installation standards, and defined deployment procedures.
Strong written and verbal communication skills and ability to explain technical concepts and train technical and non-technical users.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and adapt to changing field conditions.
Ability to work independently with minimal supervision while contributing effectively within a larger team.
Ability and willingness to travel extensively throughout the United States; the role indicates 80–100% travel.
Valid driver’s license with an acceptable driving record.
Ability to stand, bend, climb, stoop, and lift or carry equipment up to 75 pounds, with or without reasonable accommodation.

Nice To Haves

Experience in public safety technology.
Experience with field-based technology deployments.
Experience with Automated License Plate Recognition (ALPR).
Experience with IP cameras and video systems.
Experience with physical security systems.
Experience with low-voltage cabling, termination, and testing.
Experience with vehicle electronics and 12V DC systems.
Experience with Cradlepoint routers, NCOS, or NetCloud.
Experience with cellular and wireless communications.
Experience with Windows server environments.
Experience with fixed-position camera infrastructure.
Experience with pole-mounted or solar-powered technology.
Experience with fleet or emergency vehicle technology.
Project or deployment management experience.
Experience working with law enforcement or other public safety agencies.
Relevant technical certifications such as CompTIA A+, Network+, Security+, CCNA, Cradlepoint certifications, Emergency Vehicle Technician (EVT), ASE Electronics, or equivalent industry certifications.

Responsibilities

Own assigned deployments from initial preparation through successful customer handoff.
Serve as the onsite Axon technical lead and primary deployment point of contact.
Install, configure, commission, validate, and support Axon hardware, software, cameras, networking equipment, and connected technologies.
Conduct pre-deployment technical reviews and verify site readiness, infrastructure, networking, power, access, and other prerequisites.
Execute field commissioning and system validation testing.
Manage multiple deployments, deadlines, and changing priorities while maintaining high technical standards.
Identify deployment risks early and work with customers and internal teams to resolve them.
Ensure installations are professional, complete, documented, and supportable.
Install and configure network-connected hardware and software, including IP cameras, Windows-based systems, routers, cellular devices, and supporting infrastructure, as applicable.
Install, terminate, test, and troubleshoot low-voltage cabling.
Support vehicle-based technologies involving networking, wireless communications, Cradlepoint routers, and 12V DC systems.
Deploy fixed-position cameras and associated networking, cellular, power, and communications infrastructure.
Install and configure Interview Room hardware, cameras, software, and supporting infrastructure.
Validate third-party and subcontractor installation quality against Axon standards and provide technical direction when required.
Troubleshoot hardware, software, networking, cellular connectivity, cameras, Windows systems, and system integrations.
Diagnose connectivity issues involving TCP/IP, LAN, WAN, VPN, VLAN, DHCP, DNS, switching, routing, wireless, and cellular networks.
Use structured troubleshooting and root-cause analysis to identify whether issues originate in Axon technology, customer infrastructure, third-party systems, installation quality, or environmental conditions.
Troubleshoot independently, determine when escalation is appropriate, and escalate product irregularities or complex issues to the appropriate internal teams.
Develop practical solutions that balance deployment timelines, customer expectations, Axon standards, and long-term supportability.
Build strong working relationships with customer technical and operational stakeholders and serve as a trusted technical advisor.
Communicate technical concepts clearly to technical and non-technical audiences, set appropriate expectations, and maintain a professional, customer-focused presence.
Conduct technical and operational training for customer administrators, technical contacts, and end users.
Prepare customers to use deployed technologies, understand system workflows and integrations, and perform basic administration and self-service troubleshooting.
Create and maintain site assessments, network diagrams, installation records, system configurations, and deployment reports.
Maintain accurate internal project status and complete required administrative updates promptly.
Capture lessons learned, communicate customer feedback and product irregularities, and contribute to improved deployment processes, standards, documentation, and technical best practices.
Collaborate with Professional Services, Customer Success, Sales, Solutions Engineering, Product Management, Engineering, Technical Support, and third-party installation partners.