Premier Services Technical Manager

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

At Motorola Solutions, we are "Solving for safer." Our Premier Support Services team is at the heart of keeping critical communication, video security, and command center technologies running seamlessly for public safety and enterprise customers. We connect clients with top-tier technical expertise, driving proactive service, swift incident response, and long-term customer success.

We are seeking an inclusive, results-driven technical leader to own and scale our Premier Support Services program in Allen, TX. In this role, you will mentor a high-performing support team, serve as an executive escalation point, and cultivate strong internal and client relationships. You will lead strategic initiatives, optimize support processes, and champion customer success across our technical ecosystem. We value candidates who bring a people-first approach to leadership and a dedication to operational excellence.

Bachelor's degree or equivalent practical experience is welcomed.

• Program & Operational Leadership
• Team Mentorship & Technical Guidance
• Client Engagement & Cross-Functional Collaboration

• Oversee the overall success, strategic growth, and standardization of Premier Support processes to scale operations effectively.
• Track, manage, and analyze KPIs and performance against committed SLAs, implementing corrective action to achieve operational targets.
• Coordinate incident resolution and root cause analysis during critical outages while maintaining availability for after-hours escalation management.

• Manage, grow, and mentor a dedicated Premier Support team, building core capabilities and technical knowledge.
• Own the onboarding, ongoing training, and technical performance management of support professionals.
• Champion strategic initiatives that empower team performance and continuous improvement.

• Manage executive-level client relationships with a primary focus on deep engagement and trust with customer management.
• Serve as a primary escalation point for key customer accounts to ensure rapid resolution of complex issues.
• Partner cross-functionally with sales, engineering, product management, and operational teams to help to deliver a seamless customer experience.

Technical Expertise

• Escalation Management to effectively coordinate critical outage responses, technical root cause analysis, and multi-team resolutions.
• SLA & KPI Performance Tracking to monitor operational health and implement data-driven improvements.
• Process Standardization to build consistent, scalable customer support workflows.
• English Communication to articulate technical issues clearly to executive stakeholders both verbally and in writing.

Professional Experience

• Leadership & Team Mentorship to develop team skills, maintain engagement, and manage performance.
• Executive Relationship Management to build strategic alignment with enterprise clients and internal partners.
• Cross-Functional Collaboration to align service operations with product, sales, and engineering teams.

Preferred Qualifications

• 8+ years of experience in software, engineering, professional services, or…