Manager, Technical Services & Customer Support

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. Department Overview Exacom, a Motorola Solutions company, provides mission-critical recording solutions for public safety, government, military, and critical infrastructure agencies. Our team supports customers with reliable technology, direct support, and a customer-focused approach to complex recording and data capture environments. Job Description We are seeking a high-performing Technical Field Services Manager to lead our post-sales technical services teams. In this role, you will manage our team of Field Engineers responsible for the installation, deployment, and maintenance of our flagship product, Exacom Hindsight 4. Because our solutions record mission-critical audio for emergency communications (911 dispatch, police radio, and public safety answering points), reliability is paramount. You will ensure our teams maintain strict Service Level Agreements (SLAs), execute seamless on-site installations, and deliver outstanding service to public safety agencies. Key Responsibilities Team Leadership & People Management - Direct, mentor, and evaluate a dual-function team consisting of Field Engineers. - Conduct regular 1-on-1s, performance reviews, resource scheduling, and ongoing technical coaching. - Establish clear KPIs for response times, resolution rates, project delivery schedules, and customer satisfaction. - Foster a collaborative team culture that understands the high-stakes, 24/7 nature of public safety operations. Field Engineering & Deployment Oversight - Direct the planning, scheduling, and execution of on-site hardware and software installations, upgrades, and system cutovers. - Work closely with project managers and client IT/dispatch directors to align deployment timelines and site readiness. - Ensure Field Engineers adhere to standardized installation protocols, site acceptance testing (SAT), and security compliance standards. - Act as the technical point of contact during critical system commissioning and go-live events. - Manage backlog of projects to ensure the Field Service Team is closing projects and generating revenue in a timely manner. Process Improvement & Customer Relations - Refine support workflows, deployment checklists, and internal knowledge base documentation. - Build strong relationships with key stakeholders across PSAPs, police departments, and emergency communication centers. - Manage customer escalations with empathy, calm leadership, and clear communication. Qualifications & Requirements Experience - 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). Technical Skills Deep understanding of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies. Hands-on knowledge of Windows Server e