Field Services Manager - Public Safety Tech & Support

Motorola Solutions; Kansas City (MO); On-site; USD 95,000 - 105,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Paid Time Off

Job summary

Motorola Solutions is seeking a Technical Field Services Manager to lead post-sales field engineers responsible for installation, deployment, and maintenance of Exacom Hindsight 4 solutions for public safety customers.

You will drive on-site deployments, ensure SAT and security compliance, and maintain KPIs for response times and customer satisfaction while coordinating with project managers and client IT stakeholders.

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).

Responsibilities

• 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.

Skills

VoIP

SIP

RoIP

Audio recording

Windows Server

Networking

SQL databases

CTI integration

Dispatch console

Exacom Hindsight 4

Education

BS in IT/CS/Engineering

ITIL Foundation

PMP

Network+

Security+

ENP

Tools

Exacom Hindsight 4

Job description

Motorola Solutions is seeking a Technical Field Services Manager to lead post-sales field engineers responsible for installation, deployment, and maintenance of Exacom Hindsight 4 solutions for public safety customers.

You will drive on-site deployments, ensure SAT and security compliance, and maintain KPIs for response times and customer satisfaction while coordinating with project managers and client IT stakeholders.