Two-Way Radio Service Manager

Aerowave Technologies•Lewisville, TX

13d

About The Position

As Service Manager, you will be key member of the organization and play an important role in Client Satisfaction. Your passion for providing exceptional service contributes to our world-class customer satisfaction. You will be the first line of response to our diverse customer base, communicating in an open, helpful, and engaging manner to find each client's unique solution.

Requirements

5+ years of experience in service operations, field service management, or technical support leadership
Proven experience managing technicians, dispatch, or service desk teams
Strong understanding of SLAs, KPIs, and service performance metrics
Excellent communication and conflict-resolution skills
Experience with service management or ticketing platforms
Ability to prioritize and make decisions in high-pressure environments

Nice To Haves

Experience with Motorola MOTOTRBO infrastructure, Digital Conventional, IPSC and CPMS/LCP, Capacity Max, trunking, or a similar field.
Experience with Motorola Solutions CPS, CPS 2.0 and/or Radio Management/RM.
Experience in antenna design, duplexers, combining equipment and related test equipment (Spectrum Analyzers, Service Monitors, RF Tuning).
Experience in diagnosing radio interference issues.
Experience in battery backup systems, power amplifiers, phone patches and cross-band radio interoperability.
Working knowledge of IP networking, subnets, VLANS, gateways, and IP addressing
Experience with basic DC electricity and use of a Multimeter/DMM.
Experience with using RF power meter to measure forward and reverse RF power on antenna and coax systems.

Responsibilities

LMA Service Team.
Own end-to-end service delivery, including dispatch, field service, remote support, and break/fix activities
Ensure service requests, incidents, and maintenance activities are handled according to defined SLAs
Monitor service queue health, backlog, response times, and resolution metrics
Serve as a Two-Way Radio SME for the Service and Sales Teams.
Training technicians on two-way radio installation and service requirements.
Review sales quotes/proposals.
Assist the Service Coordinator with scheduling needs as they align with skills sets.
Install and provide technical support for VHF/UHF digital Motorola DMR conventional & trunked systems.
Deploy and troubleshoot the IP networking side of MOTOROLA radio systems using IP networks that include subnets, VLANS, gateways, and IP addresses.