Manager, Technical Services – Customer Support

🔥 2 minutes ago

🏈 Alabama, Colorado, +27 more states – Remote

🏈 Alabama – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $95k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Motorola Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1928

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Motorola Solutions is a company that provides a comprehensive safety and security ecosystem, offering technology solutions to protect people, property, and places. The company specializes in critical communications, video security systems, command center solutions, and managed & support services. Their products include mission-critical P25 radios, professional DMR radios, broadband devices, and video security systems powered by AI analytics. Motorola Solutions serves various industries, including public safety, education, healthcare, law enforcement, and more, with a focus on enhancing operational efficiency and response in critical situations. They are committed to delivering solutions that help their customers stay connected, communicate clearly, and act with certainty in the harshest conditions.

📋 Description

• Lead post-sales technical services teams supporting Exacom Hindsight 4 • Manage Field Engineers responsible for installation, deployment, maintenance, upgrades, and system cutovers • Direct, mentor, and evaluate Field Engineers • Conduct 1-on-1s, performance reviews, resource scheduling, and technical coaching • Establish KPIs for response times, resolution rates, project delivery schedules, and customer satisfaction • Foster a collaborative culture suited to 24/7 public safety operations • Plan, schedule, and execute on-site hardware and software installations • Coordinate with project managers and client IT/dispatch directors on deployment timelines and site readiness • Ensure adherence to installation protocols, site acceptance testing, and security compliance standards • Serve as technical point of contact during commissioning and go-live events • Manage the project backlog to ensure timely project closure and revenue generation • Refine support workflows, deployment checklists, and knowledge base documentation • Build relationships with PSAPs, police departments, and emergency communication centers • Manage customer escalations with calm leadership and clear communication • Participate in an escalation rotation and occasional travel to field sites

🎯 Requirements

• 5+ years of progressive technical management experience leading technical support and/or field deployment teams • Prior experience in public safety, mission-critical environments, telecommunications, or NG911 systems is strongly preferred • Proven track record of managing multi-disciplinary technical teams (remote and on-site) • Deep understanding of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies • Hands-on knowledge of Windows Server environments, networking protocols (routers, switches, firewalls, VLANs), and SQL databases • Familiarity with computer telephony integration (CTI) and dispatch console architecture • Direct experience with Exacom Hindsight 4 or similar multi-channel logging solutions such as NICE, Verint, or Eventide is a major plus • Exceptional ability to maintain composure and drive resolution during high-stakes outages • Superior verbal and written communication skills • Strong project coordination skills with the ability to manage competing priorities • Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience • Ability to obtain background clearance as required by government customer • Must be able to obtain background clearance for work with law enforcement and emergency services infrastructure, including CJIS compliance • Legal authorization to work in the U.S. indefinitely • Employer work permit sponsorship is not available • Willingness and ability to travel 25–50%

🏖️ 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 • Referral Payment Plan • Up to 20–30% travel support for major field installations or critical customer sites