Technical Service Manager

Motorola Solutions•Raleigh, NC

4d•Remote

About The Position

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.

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.