Remote Technical Service Leader - Escalations & Solutions

Motorola Solutions

United States

On-site

USD 90,000 - 105,000

Full time

7 days ago

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Job summary

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team. This fully remote role supports North America with up to 50% travel to customer sites.

You will drive escalation management, optimize service delivery, and provide software solutions expertise to ensure operational readiness for clients. Responsibilities include managing high-stakes outages, forming trusted advisor relationships with stakeholders, and delivering process

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related technical field.
PM certifications (PMP, Lean Six Sigma, ITIL) preferred or working knowledge.
3+ years in technical support, field service, or related customer-facing role.
3+ years with mission-critical communication systems (CAD/RMS), two-way radio tech (LMR, TETRA, P25), or public safety solutions.
Strong ITSM understanding and experience with CRM/ESM systems.
Willingness to travel frequently to customer sites or other locations.

Responsibilities

Develop trusted advisor relationships with customer stakeholders and executive sponsors.
Manage critical customer relationships during outages with proactive, transparent communications.
Own overall customer success, including regular updates to stakeholders.
Lead technical engagements as admin project manager for short-term projects.
Escalate complex issues and coordinate with engineering/product teams for fast resolution.
Create streamlined escalation paths and rapid triage workflows to reduce MTTR.
Identify training needs for the technical service team and develop programs.
Apply PM and process-improvement methods to audit and modernize workflows.
Monitor KPIs and SLAs; report performance and satisfaction to management.