Remote Technical Service Manager – Public Safety

Motorola Solutions; Detroit (MI); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonus plans

Health benefits

401K match

Paid holidays

PTO

Stock purchase plan

Parental leave

Job summary

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team across North America. The role focuses on high-efficiency escalation management, operational speed, and service delivery in public safety environments, combining technical authority with project management to optimize workflows and ensure SLAs.

This is a fully remote position with up to 50% travel to customer sites across North America, preference for Eastern/Central locations,

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Certifications: PMP, Lean Six Sigma, ITIL or equivalent.
• 7+ years in technical support/field service with 3+ years in leadership.
• Experience with mission-critical communication systems and public safety solutions.
• Proficient with CRM, ESM, and workflow automation tools.

Responsibilities

• Lead, mentor, and develop technical service engineers to deliver fast, accurate support.
• Manage critical customer relationships during outages with proactive communications.
• Oversee daily operations of the technical service department, including incident handling.
• Act as primary escalation for complex issues, coordinating with engineering and product teams.
• Create streamlined escalation paths and rapid triage workflows to reduce MTTR.
• Identify training needs and develop programs for the team.

Skills

Leadership

Incident management

ITSM

CRM software

Public safety tech

Travel readiness

Education

B.S. in CS/IT

Tools

PM tools

ESM systems

CRM platforms

Job description

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team across North America. The role focuses on high-efficiency escalation management, operational speed, and service delivery in public safety environments, combining technical authority with project management to optimize workflows and ensure SLAs.

This is a fully remote position with up to 50% travel to customer sites across North America, preference for Eastern/Central locations,