Remote Technical Service Leader - Mission-Critical Support

Motorola Solutions; Milwaukee (WI); On-site; USD 90,000 - 130,000; 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

and more!

Job summary

Motorola Solutions is seeking a Technical Service Manager to lead a technical service team delivering mission-critical support for public safety environments. This remote role requires up to 50% travel across North America, with a preference for Eastern/Central locations.

You will drive escalation management, MTTR improvements, and SLA compliance while collaborating with engineering and product teams to ensure operational readiness and customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• 3+ years in technical support, field service, or similar customer-facing role, with leadership experience.
• PMI PMP, Lean Six Sigma, ITIL, or equivalent certifications preferred.
• Strong ITSM knowledge and experience with mission-critical communication systems.

Responsibilities

• Lead, mentor and develop technical service engineers to build a high-performance culture.
• Manage critical customer relationships during outages with proactive communication.
• Oversee daily operations of the technical service department including incident management.
• Act as escalation point for complex issues and coordinate resolution with engineering.
• Audit and refine workflows; implement standardized service delivery and KPIs.

Skills

Technical leadership

Incident management

SLA/MTTR mindset

CRM proficiency

Process optimization

Education

Bachelor's degree in Computer Science or IT

Tools

CRM platforms

ESM systems

Workflow automation tools

Job description

Motorola Solutions is seeking a Technical Service Manager to lead a technical service team delivering mission-critical support for public safety environments. This remote role requires up to 50% travel across North America, with a preference for Eastern/Central locations.

You will drive escalation management, MTTR improvements, and SLA compliance while collaborating with engineering and product teams to ensure operational readiness and customer satisfaction.