Manager, Technical Services & Customer Support

Motorola Solutions; Virginia Beach (VA); 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

Generous Paid Time Off Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions in the United States seeks a Technical Field Services Manager to lead post-sales Field Engineers responsible for installation, deployment, and maintenance of Exacom Hindsight 4. You will ensure SLAs, on-site deployments, and service quality for public safety agencies.

This role requires strong leadership, project oversight, and a customer-focused approach across deployments, SATs, and security compliance.

Qualifications

• Experience 5+ years of progressive technical management leading support and deployment teams.
• Public safety, mission-critical environments, telecom, or NG911 experience preferred.
• Proven ability to lead remote and on-site technical teams.

Responsibilities

• Direct, mentor, and evaluate a dual-function Field Engineers team.
• Conduct regular 1-on-1s, performance reviews, scheduling, and coaching.
• Set KPIs for response times, resolutions, and customer satisfaction.
• Foster a 24/7, high-stakes public safety culture.
• Plan, schedule, and execute on-site installations, upgrades, and cutovers.
• Coordinate with PMs and client IT/dispatch directors on timelines.
• Ensure adherence to installation protocols and SAT, security standards.
• Act as technical contact during go-live events.
• Manage backlog to close projects and generate revenue on time.
• Refine workflows, checklists, and knowledge base documentation.
• Build relationships with PSAPs, police, and emergency centers.
• Handle customer escalations with empathy and clear communication.

Skills

Team leadership

Public safety tech

Communication

Project coordination

Multi-disciplinary teams

Education

Bachelor’s degree in IT/CS/Engineering

Tools

VoIP & SIP

RoIP

Windows Server

SQL databases

CTI

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.

Department Overview

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.

Job Description

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.

Key Responsibilities

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.
• Build strong relationships with key stakeholders across PSAPs, police departments, and emergency communication centers.
• Manage customer escalations with empathy, calm leadership, and clear communication.

Qualifications & Requirements

• Experience5+ 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).

Technical Skills

• Deep understanding of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies.
• Hands-on knowledge of Windows Server environments, networking protocols (routers, switches, firewalls, VLANs), and SQL databases.
• Familiarity with computer telephony integration (CTI) and dispatch console architecture.
• Direct experience with Exacom Hindsight 4 (or similar multi-channel logging solutions such as NICE, Verint, Eventide) is a major plus.

Soft Skills & Core Competencies

Leadership Under Pressure

• Exceptional ability to maintain composure and drive resolution during high-stakes outages.

Communication

• Superior verbal and written communication skills suitable for technical teams, executive management, and municipal clients.

Organization

• Strong project coordination skills with the ability to manage competing priorities across support and field operations.

Preferred Certifications & Education

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

Certifications

• ITIL Foundation, PMP, Network+, Security+, or ENP (Emergency Number Professional) are highly desirable.

Working Conditions & Physical Demands

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

Ability to pass background checks required for working with law enforcement and emergency services infrastructure (e.g., CJIS compliance).

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

Basic Requirements

• Must be able to obtain background clearance as required by government customer.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include

• 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
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. 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. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.