Remote Technical Service Manager - Public Safety Escalations

Motorola Solutions; Jackson (MS); 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

Job summary

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team delivering mission-critical communication solutions. The role emphasizes escalation management, SLA compliance, and high-efficiency incident resolution across North America.

The successful candidate will combine technical authority with project management, drive process improvements, and manage customer relationships while traveling 25-50% to client sites.

Qualifications

• Bachelor's degree or higher in a technical field (CS/IT or related).
• Certifications such as PMP, Lean Six Sigma, ITIL or equivalent are highly preferred.
• Strong understanding of IT service management (ITSM) principles and frameworks.
• 7+ years in technical support, field service, or related customer-facing technical roles, with at least 3 years in leadership.
• Experience with mission-critical communication systems and public safety technologies.

Responsibilities

• Lead, mentor, and develop technical service engineers to build a high-performance, customer-centric culture.
• Manage critical customer relationships during outages and incidents with proactive communication.
• Oversee daily operations of the technical service department including incident management and service requests.

Skills

Team leadership

Account management

Escalation management

Process improvement

Project management

ITSM

Public safety systems knowledge

Education

Bachelor's degree in Computer Science / Information Technology or related field

Tools

CRM platforms

Enterprise Service Management (ESM) systems

Workflow automation tools

Job description

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team delivering mission-critical communication solutions. The role emphasizes escalation management, SLA compliance, and high-efficiency incident resolution across North America.

The successful candidate will combine technical authority with project management, drive process improvements, and manage customer relationships while traveling 25-50% to client sites.