Field Services Manager – Public Safety Tech

Motorola Solutions; Milton (MA); Sur place; USD 95 000 - 105 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

Motorola Solutions is seeking a high-performing Technical Field Services Manager to lead our post-sales technical services teams. You will manage Field Engineers responsible for on-site installations, deployment, and maintenance of Exacom Hindsight 4, ensuring adherence to SLAs and delivering excellent service to public safety agencies.

Responsibilities include directing planning and execution of hardware/software deployments, coordinating with project managers and client IT/dispatch directors,

Qualifications

• 5+ years of progressive technical management experience leading technical support and/or field deployment teams.
• Prior experience in public safety, mission-critical environments, telecommunications, or NG911 systems is strongly preferred.
• Proven track record of managing multi-disciplinary technical teams (remote and on-site).

Responsabilités

• Direct, mentor, and evaluate a dual-function team consisting of Field Engineers.
• Conduct regular 1-on-1s, performance reviews, resource scheduling, and ongoing technical coaching.
• Establish clear KPIs for response times, resolution rates, project delivery schedules, and customer satisfaction.
• Foster a collaborative team culture that understands the high-stakes, 24/7 nature of public safety operations.
• Direct the planning, scheduling, and execution of on-site hardware and software installations, upgrades, and system cutovers.
• Work closely with project managers and client IT/dispatch directors to align deployment timelines and site readiness.
• Ensure Field Engineers adhere to standardized installation protocols, SAT, and security compliance standards.
• Act as the technical point of contact during critical system commissioning and go-live events.
• Manage backlog of projects to ensure the Field Service Team is closing projects and generating revenue in a timely manner.
• Refine support workflows, deployment checklists, and internal knowledge base documentation.
• Build strong relationships with key stakeholders across PSAPs, police departments, and emergency communication centers.
• Manage customer escalations with empathy, calm leadership, and clear communication.

Connaissances

VoIP

SIP

RoIP

Audio recording

Windows Server

Networking

SQL databases

CTI

Dispatch console architecture

Leadership under pressure

Communication

Project coordination

Formation

Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent

Outils

Exacom Hindsight 4

NICE

Verint

Eventide

Description du poste

Motorola Solutions is seeking a high-performing Technical Field Services Manager to lead our post-sales technical services teams. You will manage Field Engineers responsible for on-site installations, deployment, and maintenance of Exacom Hindsight 4, ensuring adherence to SLAs and delivering excellent service to public safety agencies.

Responsibilities include directing planning and execution of hardware/software deployments, coordinating with project managers and client IT/dispatch directors,