Manager, Professional Services and Field Support

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewThis position resides in Global Services, within the Software and Video Service Organization.This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.
Job Description

The Manager, Professional Services and Field Support is responsible for a team of system administrators and field support technicians supporting Motorola Solutions’ Public Safety customers. This role resides in Global Services, within the Video and Software Services Organization. 

The Professional Services and Field Support team partners with customers across multiple product lines, with an emphasis on CAD, emergency call handling, mobile video and CommandCenter Software Solutions. The manager’s primary responsibility is to ensure the best people, processes and technology are in place to deliver exceptional service, drive issue resolution, and proactively share technical best practices with customers. 

The Video and Software Services organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

This role reports into the Director, Customer Success and Field Support. 

Responsibilites:

• Drives accountability for issue management and resolution, ensuring team members consistently demonstrate strong technical, problem-solving and communication skills. 

• Employs a data-driven approach to identify trends and opportunities for improvement.

• Designs and delivers process improvements and training to support team and individual achievement of metrics. 

• Provides ongoing support through regular 1:1 meetings by monitoring progress, providing training as needed and ensuring expectations are met and exceeded.

• Models a data-driven, time efficient approach to prioritizing and problem-solving complex, cross-functional issues.

• Ability to remain calm and courteous under pressure and navigate tense situations with grace.

• Residency requirement: Mid-Atlantic and Northeast. Please see specific states.

• Ability to travel up to 20%.

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Basic Requirements

• Minimum of an Associates Degree, with 1-2 years of formal technical courses in a PC-related field / applicable experience.

• 2+ years of direct people management experience with proven success in recruiting and developing new team members.

• 2+ years experience with Motorola Solutions’ CAD, emergency call handling, mobile video OR CommandCenter Software Solutions.

• 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 Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].