Remote Technical Service Manager - Escalation & SLA Lead

Motorola Solutions; Atlanta (GA); 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 an experienced Technical Service Manager to lead our technical support engineering team. This is a fully remote role with up to 50% travel to customer sites across North America, with preference for candidates in Eastern/Central locations.

You will drive escalation management, optimize issue-resolution workflows, and ensure SLA compliance while maintaining strong customer relationships during outages and incidents.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• PMP, Lean Six Sigma, ITIL or equivalent certifications highly preferred.
• Strong ITSM knowledge and frameworks.
• 7+ years in technical support, field service, or related customer-facing role, with at least 3 years in leadership.
• Experience with mission-critical systems (CAD/RMS), two-way radio technologies, or public safety solutions.
• Proven ability to manage high-stakes, time-sensitive incident escalations.
• Advanced proficiency with CRM platforms, ESM systems, and workflow tools.
• Willingness to frequently travel to customer sites or other company locations.

Responsibilities

• Lead and mentor the technical service engineers.
• Manage critical customer relationships during outages.
• Oversee day-to-day operations of the technical service department.
• Act as primary escalation for complex issues with engineering and product teams.
• Establish streamlined escalation paths and rapid triage workflows.
• Identify training needs and develop appropriate programs.
• Audit and modernize technical support workflows with process improvement.
• Monitor KPIs and SLAs and report performance to senior management.

Skills

Team leadership

Account management

ITSM & ITIL

Project management

Escalation management

Stakeholder communication

CRM proficiency

Education

Bachelor's degree in CS/IT

PMP Certification

Lean Six Sigma

ITIL Certification

Tools

CRM platforms

Enterprise Service Management

Workflow automation tools

Job description

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team. This is a fully remote role with up to 50% travel to customer sites across North America, with preference for candidates in Eastern/Central locations.

You will drive escalation management, optimize issue-resolution workflows, and ensure SLA compliance while maintaining strong customer relationships during outages and incidents.