Manager, Technical Services & Customer Support

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

Benefits offered by this job

Medical, Dental, Vision benefits

10 Paid Holidays

Employee Stock Purchase Plan

Job summary

Motorola Solutions in the United States is seeking a Technical Field Services Manager to lead post-sales field engineering teams responsible for installation, deployment, and maintenance of Exacom Hindsight 4. The role emphasizes adherence to SLAs, on-site installations, and delivering top-notch service to public safety agencies.

You will mentor engineers, drive KPI-driven performance, coordinate with project managers and client IT teams, and ensure security compliance throughout deployments.

Qualifications

• 5+ years of progressive technical management experience.
• Experience leading field deployment and technical support teams.
• Ability to manage multiple projects with SLA targets.
• Willingness to travel up to 20–30%.

Responsibilities

• Direct the planning and execution of on-site hardware and software installations.
• Manage field engineers, project delivery, and customer satisfaction.
• Improve support workflows and escalation processes.

Skills

Team leadership

Field deployment

Project management

Customer relations

SLA compliance

On-site installations

Job description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Exacom, a Motorola Solutions company, provides mission-critical recording solutions for public safety, government, military, and critical infrastructure agencies. Our team supports customers with reliable technology, direct support, and a customer-focused approach to complex recording and data capture environments.

We are seeking a high-performing Technical Field Services Manager to lead our post-sales technical services teams. In this role, you will manage our team of Field Engineers responsible for the installation, deployment, and maintenance of our flagship product, Exacom Hindsight 4.

Because our solutions record mission-critical audio for emergency communications (911 dispatch, police radio, and public safety answering points), reliability is paramount. You will ensure our teams maintain strict Service Level Agreements (SLAs), execute seamless on-site installations, and deliver outstanding service to public safety agencies.

Team Leadership & People Management

• 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.

Field Engineering & Deployment Oversight

• 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, site acceptance testing (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.

Process Improvement & Customer Relations

• Refine support workflows, deployment checklists, and internal knowledge base documentation.
• Manage customer escalations with empathy, calm leadership, and clear communication.
• 5+ years of progressive technical management experience leading technical support and/or field deployment teams.
• ~ Proven track record of managing multi-disciplinary technical teams (remote and on-site).

Travel: Up to [20-30%] travel required to support major field installations or critical customer sites.

Note: Emergency communication support runs 24/7. This position requires participation in an escalation rotation and occasional travel to field sites as necessary.

Target Base Salary Range: $95,000 - $ $105,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Must be able to obtain background clearance as required by government customer.

Legal authorization to work in the U.Employer work permit sponsorship is not available for this position.

Incentive Bonus Plans

• ~ Medical, Dental, Vision benefits
• ~10 Paid Holidays
• ~ Employee Stock Purchase Plan
• ~ All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.