Technical Service Manager

Company Overview

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.

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.

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.

• 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…