Two-Way Radio Service Manager

Job Description

Company Overview:

At Aerowave Technologies, we measure success by the number of our clients' lives we connect. Our goal is to connect 75,000 lives in 2031, over 10x the number of lives we connected in 2021. We have provided safety and security technology solutions, specifically two-way radio systems and surveillance and access control solutions, to a diverse and growing base of blue-chip clients for over 20 years.

We take enormous pride in our reputation for providing exceptional client service and highly value the relation-ships we've built with our clients.

Aerowave runs on the Entrepreneurial Operating System (EOS) to strengthen six key components of our business:
Vision, People, Data, Process, Issues, and Traction.

• Our Client is our North Star
  • We adapt and adjust to serve our clients above all else
• Win Together
  • We encourage each other to make a positive impact every day
• Continuous Improvement
  • We make a little progress every day, leading to BIG results
• Deliver Solutions, Not Excuses
  • We solve challenging problems and hold ourselves accountable. We don't blame others.

We hire, review, reward, and recognize our coworkers based on these Core Values. It's critical that you share these values to succeed at Aerowave.

As Service Manager, you will be a key member of the organization and play an important role in Client Satisfaction. Your passion for providing exceptional service contributes to our world-class customer satisfaction. You will be the first line of response to our diverse customer base, communicating in an open, helpful, and engaging manner to find each client's unique solution.

• LMA Service Team.
• Own end-to-end service delivery, including dispatch, field service, remote support, and break/fix activities
• Ensure service requests, incidents, and maintenance activities are handled according to defined SLAs
• Monitor service queue health, backlog, response times, and resolution metrics
• Serve as a Two-Way Radio SME for the Service and Sales Teams.
• Training technicians on two-way radio installation and service requirements.
• Review sales quotes/proposals.
• Assist the Service Coordinator with scheduling needs as they align with skills sets.
• Install and provide technical support for VHF/UHF digital Motorola DMR conventional & trunked systems.
• Deploy and troubleshoot the IP networking side of MOTOROLA radio systems using IP networks that include subnets, VLANS, gateways, and IP addresses.

• Experience with Motorola MOTOTRBO infrastructure, Digital Conventional, IPSC and CPMS/LCP, Capacity Max, trunking, or a similar field.
• Experience with Motorola Solutions CPS, CPS 2.0 and/or Radio Management/RM.
• Experience in antenna design, duplexers, combining equipment and related test equipment (Spectrum Analyzers, Service Monitors, RF Tuning).
• Experience in diagnosing radio interference issues.
• Experience in battery backup systems, power amplifiers, phone patches and cross-band radio interoperability.
• Working knowledge of IP networking, subnets, VLANS, gateways, and IP addressing
• Experience with basic DC electricity and use of a Multimeter/DMM.
• Experience with using RF power meter to measure forward and reverse RF power on antenna and coax systems.

• 5+ years of experience in service operations, field service management, or technical support leadership
• Proven experience managing technicians, dispatch, or service desk teams
• Strong understanding of SLAs, KPIs, and service performance metrics
• Excellent communication and conflict-resolution skills
• Experience with service management or ticketing platforms
• Ability to prioritize and make decisions in high-pressure environments

• SLA compliance (response & resolution times)
• Client satisfaction and escalation volume
• Technician utilization and productivity
• First-time fix rate
• Backlog and aging tickets
• Repeat service incidents (recalls)

• Operational leadership
• Process discipline
• Client-first mindset
• Data-driven decision-making
• Clear communication and accountability