Remote Technical Service Manager — Lead Critical Incident Resolution

Motorola Solutions; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, dental, vision benefits

401K with company match

Paid holidays

Job summary

Motorola Solutions seeks an experienced Technical Service Manager to lead the technical service engineers delivering mission-critical communication solutions across North America. This role emphasizes escalation management, SLA discipline, and strong cross-functional collaboration.

The position is fully remote with up to 50% travel to customer sites; candidates based in Eastern/Central time zones are preferred. Competitive base salary and comprehensive benefits are offered.

Qualifications

• Bachelor's degree in CS/IT or related field.
• PMP, Lean Six Sigma, ITIL certifications preferred.
• 7+ years in technical support or related role, 3+ years in leadership.
• Experience with mission-critical systems (CAD/RMS) or public safety solutions.

Responsibilities

• Lead and mentor the technical service engineers to deliver high-quality support.
• Manage critical customer relationships during outages and incidents.
• Oversee incident management, problem resolution and service request fulfillment.
• Act as escalation point for complex technical issues with cross-functional teams.
• Develop training and continuous improvement plans for the team.
• Monitor KPIs and SLAs to ensure target performance.

Skills

Leadership

Incident management

Project management

Customer relationship management

Communication

Public safety knowledge

Education

Bachelor's degree in Computer Science / IT

PMP certification

Lean Six Sigma

ITIL certification

Tools

CRM platforms

ESM systems

Workflow automation tools

Job description

Motorola Solutions seeks an experienced Technical Service Manager to lead the technical service engineers delivering mission-critical communication solutions across North America. This role emphasizes escalation management, SLA discipline, and strong cross-functional collaboration.

The position is fully remote with up to 50% travel to customer sites; candidates based in Eastern/Central time zones are preferred. Competitive base salary and comprehensive benefits are offered.