Motorola Solutions

Technical Service Manager

Motorola Solutions$90K — $130K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, IT, or related field
  • Certifications in PMP, Lean Six Sigma, ITIL or equivalent preferred
  • 7+ years in technical support or related field
  • 3+ years in a leadership or management role
  • Experience with mission-critical communication systems
  • Strong IT service management knowledge
  • Proficiency with CRM and workflow automation tools

Responsibilities

  • Lead and develop technical service engineers
  • Manage customer relationships during outages and incidents
  • Oversee day-to-day technical service operations
  • Act as primary escalation point for complex issues
  • Establish streamlined escalation and response protocols
  • Audit and improve technical support workflows
  • Monitor performance metrics and ensure SLA compliance

Benefits

  • 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
Full Job Description
Department Overview
The Forward Deployed Resources Team (FDR) is dedicated to supporting public safety agencies across North America. Our mission is to provide critical technical resolution to our customers through enhanced customer relationships, onsite technical expertise, and ongoing professional services. This organization drives operational acceptance and satisfaction while assuring timelines and budgets are maximized for efficiency.
Job Description

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team in delivering mission-critical communication solutions. This role centers on driving high-efficiency escalation management, operational speed, and service delivery across complex public safety environments. Combining deep technical authority with project management expertise, the TSM will optimize issue-resolution workflows, eliminate resolution bottlenecks, and enforce strict SLA compliance to ensure continuous operational readiness for our clients.

This is a fully remote position, with up to 50% travel to customer sites across North America. Preference for candidates based in Eastern/Central locations.

Job Responsibilities:

Team Leadership & Account Management
  • Lead, mentor, and develop technical service engineers, building a high-performance customer-centric culture focused on execution speed and accuracy.
  • Manage critical customer relationships during high-pressure outages and major incidents, maintaining proactive, transparent communications.
  • Oversee the day-to-day operations of the technical service department, including incident management, problem resolution, and service request fulfillment.


Escalation Management & Rapid Resolution Efficiency
  • Act as a primary point of escalation for complex technical issues, collaborating with engineering and product teams for resolution.
  • Establish streamlined escalation paths, clear response protocols, and rapid triage workflows to dramatically reduce Mean Time to Resolution (MTTR).
  • Identify training needs for the technical service team and develop appropriate training programs.


Workflow Optimization & Continuous Improvement
  • Apply project management principles and process improvement methodologies to audit, refine, and modernize technical support workflows.
  • Identify operational bottlenecks and implement lean, standardized service delivery frameworks that maximize resource efficiency.
  • Develop and implement service delivery processes and best practices to optimize efficiency and effectiveness.
  • Contribute to the continuous improvement of products and services by providing valuable customer feedback to service teams.


SLA Governance & Performance Metrics
  • Monitor performance metrics (KPIs) and Service Level Agreements (SLAs), continuously optimizing execution pathways to meet or exceed targets.
  • Ensure full compliance with company policies, operational procedures, and relevant industry regulations.
  • Generate high-level analytical reports for senior management on service performance, customer satisfaction, and escalation efficiency.
  • Prepare and present regular reports on service performance and customer satisfaction to senior management.


Preferred Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related technical field.
  • Certifications: Project Management Professional (PMP), Lean Six Sigma, ITIL, or equivalent process/project management certifications highly preferred.
  • Strong understanding of IT service management (ITSM) principles and frameworks.
  • 7+ years of experience in technical support, field service, or a related customer-facing technical role, with at least 3 years in a leadership or management position.
  • Experience with mission-critical communication systems (e.g., CAD/RMS), two-way radio technologies (e.g., LMR, TETRA, P25), or public safety solutions.
  • Proven ability to manage high-stakes, time-sensitive incident escalations while maintaining operational rigor.
  • Advanced proficiency with modern CRM platforms, Enterprise Service Management (ESM) systems, and workflow automation tools.
  • Willingness to frequently travel to customer sites or other company locations.


Target Base Salary Range: $90,000 USD - $130,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-BA1

#LI-REMOTE

Basic Requirements
  • High School Diploma
  • 3+ years of Technical Project Management experience.
  • 3+ years of Public Safety, Defense, Military or other mission-critical industry experience.
  • Must be a U.S. citizen with the ability to obtain necessary security clearance as required by contract(s).
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.


This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Travel Requirements
25-50%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

Our U.S. Benefits include:
  • 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!


About Motorola Solutions

Motorola provides products, technologies, and services for mobile, wireline digital communication, information, and entertainment applications. Its product portfolio includes smartphones operating on the Android operating system, feature phones, media tablet devices, wireless accessories, and more. Its range of smartphone products includes the Moto X first generation, Moto X second generation, Moto G first generation, Moto G second generation, and more. It is also the manufacturer of Moto 360, a smartwatch that provides services such as notifications, updates, and other related features. It also provides monitors, cordless phones, applications, and accessories such as cases, wireless headsets, wireless speakers, and more. In addition, it provides multimedia content, including video, voice, messaging, and cloud-based and Internet-based applications and services to multiple screens such as mobile devices, televisions, media tablets, and personal computers. Its Medios service platform enables service providers to deliver content on devices. Motorola is based in Chicago, Illinois. It primarily sells its products in the United States, China, Brazil, and Singapore. Motorola currently operates as a subsidiary of Google Inc.

Motorola Solutions Careers

Join the dynamic team at Motorola Solutions today and be part of a company renowned for its relentless innovation, leadership in technology, and a commitment to professional excellence. As a global leader in communications and electronics, Motorola Solutions offers unparalleled job opportunities designed to empower your career growth and development. Work You’ll Do At Motorola Solutions, you will collaborate with a diverse team of experts who are at the forefront of technological innovation and public safety solutions. Our work impacts lives, ensuring safety and security for communities around the world. You will be part of a culture that values diversity, equity, and inclusion, and where every team member’s contribution is valued. Lead in Innovation and Technology Motorola Solutions is not just about radios and hardware; we are at the cutting edge of software solutions, AI, and data analytics. By joining our team, you will work on groundbreaking projects that redefine how public safety communicates in the digital age. Your work will help develop smart solutions that keep people safe and businesses thriving. Grow Your Career With Motorola Solutions, your career trajectory is boundless. We offer a variety of professional development and leadership training programs to help you hone your skills and advance within the company. From internships to full-time positions, Motorola Solutions is committed to nurturing talent and fostering an environment where innovation thrives. Benefits and Culture Our employees enjoy a competitive package of benefits that supports their life and well-being. These include health, vision, and dental insurance, employee assistance programs, and flexible working arrangements. At Motorola Solutions, we believe in maintaining a work-life balance that fosters both personal and professional growth. Join Our Team Explore the numerous employment opportunities at Motorola Solutions. Whether you are a seasoned professional or a recent graduate, we have positions ranging from engineering to marketing, sales to project management. We are hiring individuals who are passionate, curious, and ready to drive change. Networking and Professional Development Motorola Solutions values networking and connections within the industry. We encourage our employees to engage in various professional groups and forums to enhance their networking skills and industry knowledge. This engagement is pivotal in fostering a collaborative environment and sparking innovation within our teams. Internship Programs Our internship programs offer a robust introduction to the world of public safety solutions and communications technology. Interns at Motorola Solutions gain hands-on experience, working alongside seasoned professionals and participating in projects that make real-world impacts. Stay Connected Join the Motorola Solutions career community to stay updated on new job openings, company news, and industry developments. Tailor your job search with our career tools and get tips on crafting the perfect resume and acing your interview. Search Motorola Solutions Jobs Ready to start your journey with Motorola Solutions? Search open positions that match your skills and interests. We are looking for individuals who are driven, creative, and ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Motorola Solutions.
Learn more about Motorola Solutions
Size
18,700 employees
Market Cap
$42.7 billion
Industry
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ

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